To ensure that the flows operate correctly, it is essential to monitor the processes of ClaudIA and Eddie.
We have a platform called HUB, where all interactions that have gone through ClaudIA are recorded. In the HUB, it is possible to view the services, track flows called by Eddie, and identify opportunities for improvement, ensuring increasingly efficient and well-monitored service.
Overview of the HUB: Main screen displaying the conversation history of ClaudIA
The HUB functions as a central dashboard that allows auditing, analyzing, and improving customer service. It offers a detailed view of the conversation flow, helping to identify potential bottlenecks and facilitating actions for continuous optimization.
Flow Tracking in HUB: Example of a conversation indicating the start of the flow in Eddie and the return signal to ClaudIA at the end of the interaction.
HUB Features
✔ Complete record of conversations: All messages exchanged between clients and ClaudIA are stored for analysis and auditing.
✔ Monitoring of Eddie's flows: Whenever ClaudIA triggers a flow from Eddie, the HUB displays a signal with the flow name and the messages exchanged within it, allowing for tracking the customer journey.
✔ Indication of flow end: When a flow is completed, there is a return signal to ClaudIA, allowing understanding of when the service returned to the AI.
✔ Audits for continuous improvement: The HUB allows for strategic adjustments, such as refining N1 and N2 content, creating interactive flows, and identifying failure points that impact customer experience.
✔ Monitoring of errors in Eddie's requests: If there is any failure in API calls or integrations within Eddie, the HUB allows for the identification of these failures, enabling quick corrections to avoid impact on service. A high-level block with a log is displayed at the moment of failure to facilitate problem identification.
Example of log in Hub: indication of failure in Eddie's request
The Hub is an essential tool to ensure efficiency, transparency, and constant evolution of service, providing a strategic view of the interaction between ClaudIA, Eddie, and customers.
The following features are available for analysis and optimization:
Identification of Eddie's Call Moment
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In the Hub, it is possible to visualize exactly when an Eddie was called within a conversation.
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The start and end of the flow are recorded, allowing for clear tracking of what happened during execution.
Suggested Process for Testing and Improving Eddie
To ensure the quality and continuous evolution of the flows created in Eddie, it is essential to follow a structured process of testing and improvements. Since Eddie does not have a native version control, best practices include backups, isolated testing, and validation before publication.
Building and Modularization
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Whenever possible, break complex flows into smaller, reusable parts.
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Use calls between flows to facilitate maintenance and avoid rework.
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Ensure that all conditions (if/else) are correctly filled to avoid incorrect decisions.
Testing Before Publication
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Before publishing any changes, duplicate the flow and conduct tests in an isolated environment.
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Run complete simulations, checking decision logic, messages sent, and configured integrations.
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Validate response times by observing the interval between the client's message and ClaudIA's response in the HUB. This helps identify potential slowdowns in requests, even without an exact detail of the duration. Avoid requests that may exceed the 45-second timeout.
Backup and Change Control
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As there is no native versioning system, download a copy of the flow before any modification.
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Publish only after all changes are validated to avoid unexpected failures.
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If a downgrade is necessary, use the saved version to quickly restore the previous flow.
Monitoring and Continuous Improvement
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Monitor the execution of flows in the HUB, checking which were called and if there were any failures or unexpected deviations.
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Analyze logs and error messages to identify optimization points.
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If recurring failures occur, adjust the decision conditions and alternative flows to ensure smoother service.
This structured process minimizes errors, optimizes Eddie's performance, and improves the customer experience, ensuring that each flow works as effectively as possible.