Chapter 10: Advanced AI Integration & Implementation -- 10.19 AI Operations (AIOps)¶
10.19 AI Operations (AIOps)¶
10.19.1 Monitoring & Alerting¶
Key Metrics to Monitor¶
| Metric | Threshold | Alert Level |
|---|---|---|
| VA Error Rate | >5% | Critical |
| Containment Rate | <25% | Warning |
| Webhook Timeout Rate | >2% | Warning |
| Intent Confidence (avg) | <0.7 | Warning |
| Sentiment (trending negative) | <-0.3 avg | Info |
Monitoring Tools¶
| Tool | Purpose | Dashboard |
|---|---|---|
| WxCC Analyzer | Call metrics, containment | Control Hub |
| Dialogflow CX Console | Intent analytics, conversations | GCP Console |
| Cloud Monitoring | Webhook performance, errors | GCP Console |
| Custom Dashboard | Combined AI KPIs | Grafana/Looker |
10.19.2 Incident Response¶
AI-Specific Runbooks¶
| Incident | Detection | Response |
|---|---|---|
| Dialogflow CX unavailable | Error exit spike | Enable DTMF fallback, page GCP |
| Webhook timeout | Timeout rate >5% | Check backend, increase timeout |
| Low containment | Rate drops >10% | Review recent conversations |
| High escalation | Rate spikes | Check intent training |
10.19.3 Operational Responsibilities¶
| Task | Frequency | Owner |
|---|---|---|
| Review conversation logs | Daily | AI Operations |
| Add training phrases | Weekly | AI Operations |
| Update KB articles | Weekly | Content Team |
| Tune thresholds | Monthly | AI Operations |
| Performance review | Monthly | CC Manager + AI Ops |
| Capacity planning | Quarterly | IT + Finance |
End of Part G: Testing, Deployment & Operations
The complete Dialogflow CX agent configuration can be exported as a JSON blob for version control and disaster recovery.
Export Procedure: 1. Dialogflow CX Console -> Agent Settings -> Export 2. Select "Export as JSON" 3. Store in version control (Git) 4. Encrypt sensitive data before committing
Key Files in Export:
- agent.json - Agent settings
- intents/*.json - Intent definitions
- entityTypes/*.json - Entity definitions
- flows/*.json - Flow definitions
- webhooks/*.json - Webhook configurations
Full export JSON available in project repository.
See separate file: Appendix-10B-Webhook-Code-Python.py
Key endpoints implemented:
- /orders - Order status lookup
- /accounts - Account information
- /billing - Billing inquiries
- /products - Product catalog
- /support - KB article search
Complete training phrase library for all 10 intents:
| Intent | English Phrases | Hindi Phrases | Total |
|---|---|---|---|
| order.status | 20 | 10 | 30 |
| order.track | 15 | 8 | 23 |
| product.inquiry | 20 | 10 | 30 |
| product.pricing | 15 | 8 | 23 |
| account.balance | 18 | 10 | 28 |
| account.info | 15 | 8 | 23 |
| support.general | 20 | 10 | 30 |
| support.troubleshoot | 25 | 10 | 35 |
| billing.inquiry | 20 | 10 | 30 |
| agent.handoff | 25 | 10 | 35 |
| TOTAL | 193 | 94 | 287 |
Full phrase list available in project repository.
See separate file: Appendix-10D-Test-Case-Matrix.xlsx
Summary: - Total Test Cases: 160 - Intent Recognition: 50 - Entity Extraction: 30 - Conversation Flow: 25 - Escalation Paths: 15 - Error Handling: 20 - Hindi Language: 20
End of Chapter 10: Advanced AI Integration & Implementation