Fiddler for Customer Experience
Protect Your Customer Experience While You Scale Agentic AI
Customer-facing agents operate autonomously. With agency to make decisions on their own, agents can go off-the-rails and deliver suboptimal experiences that damage your brand. Fiddler is the unified AI Observability and Security platform that helps enterprises keep agents on-track, safeguard customer interactions, and deliver high-performing experiences.
Customer Case: Delivering Interactive Marketing Insights Through Trusted AI Agents
A leading international media and consumer research firm provides customers with AI-powered agents that answer questions, surface insights, and guide decisions about marketing performance and customer engagement. These agents replace static dashboards with interactive conversations that help customers understand what is working and where to invest.The agents are trained on a continuously refreshed dataset that links audience attention and exposure to real-world outcomes such as sales. As customers interact with the agents at scale, reliability and trust become critical.
The firm uses Fiddler to operate these customer-facing agents in production. With Fiddler, teams trace agent decisions across the agentic hierarchy, perform root cause analysis on unexpected responses, and monitor quality, safety, and compliance in real time. Guardrails prevent hallucinations, biased content, and sensitive customer data from reaching customers, while dashboards connect agent behavior back to customer experience and business KPIs.
A Complete Workflow For Customer-Facing Agentic AI
Fiddler combines evaluations in development with monitoring in production, creating a continuous feedback loop for customer-facing agents. Teams can use real customer interaction data to improve agent behavior, reduce MTTR, and maintain responsible AI standards as usage grows.
Visualize Customer: Agent Conversations Across the Agentic Hierarchy
See how agents hand off tasks, where reasoning breaks down, and which components drive poor customer outcomes.
Get aggregated and granular visibility from application to session to agent to trace to span. Reduce MTTR by pinpointing exactly which agent, tool call, or handoff caused customer issues.
Evaluate and Monitor Agents Across Their Lifecycle
Run evaluations in development, and monitor in production.
Track 100+ out-of-the-box and custom metrics including hallucination, toxicity, PII/PHI leakage, and jailbreak attempts. Choose from Fiddler Trust Models that run in your environment, custom evaluators for domain-specific logic, or external judges for advanced reasoning.
Prevent Harmful Responses From Reaching Customers
Block hallucinations, biased or unsafe content, and data leakage such as Social Security numbers, credit cards, addresses, or account details in real-time.
Enforce enterprise policies and escalate high-risk customer interactions to human agents automatically when confidence drops or sensitive topics are detected.
Optimize Latency, Cost, and Quality at Scale
Monitor the operational signals that shape customer experience, including latency, cost, and data quality across agent workflows.
Correlate technical metrics with business outcomes like NPS scores, resolution times, and conversion rates before slow responses or increased spend impact SLAs.
Build Accountability Into AI-Driven Customer Interactions
Generate compliant explanations for why agents made recommendations or decisions, building customer trust and meeting transparency requirements.
Govern all customer-facing agents, whether built in-house or integrated from third-party providers, in a unified dashboard with complete audit evidence for GDPR, CCPA, HIPAA, and NAIC compliance.