Don't Blink: AI in the Evolution of Real-Time Data

Data Access as a Top Level Discussion

I used to go crazy 🤪 trying to explain to Avaya CMS fanboys and girls that you didn’t really need a 3 second refresh rate on your “real-time” reports in order to run your call center effectively. No human is going to stare at a screen all day without blinking nor has the agility to make staffing adjustments with that level of precision.

However, it’s now 2024 and us humans aren’t the only consumers of that “real-time” data anymore. AI applications are, and seconds matter for many use cases such as post-call summaries and call escalations.

But, most CCaaS providers are still architected like those old “real-time” reports where you can only query their APIs for fresh data periodically without hitting rate limiting caps, or there are delays in making all the data available. Even in situations where they’re pushing you call detail, you’re waiting for a final call event to happen before the recording is available (Amazon Connect). All of this defeats the purpose of trying to help an agent wrap-up a call or to automate downstream applications.

Perhaps it’s time we start to make standardized CX data interfaces and access a top level discussion.

(In full disclosure, I too was once an Lucent/Avaya CMS fanboy :)