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23 KPIs to Measure the Chatbot Performance
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What gets measured gets improved.
But how do your measure or analyse a chatbot? Given it’s a relatively new technology, chatbot metrics aren’t well defined. Unlike the customer service metrics, chatbot requires a new set of metrics. So how can you track your chatbot’s performance? With chatbot analytics.
What is chatbot analytics?
Chatbot analytics analyses the past and real-time interactions between chatbot and users to gain insights on how well the chatbot is performing and the areas it can improve.
Conversational chatbot analytics help customer support managers, admins and agents get into the mind of end-users and quantitatively identify areas of a poor chatbot user experience. Once you’ve identified them, you can improve them.
Bot analytics helps you track information like user satisfaction levels with the chatbot, where conversational traffic is flowing, and the agent’s performance while using the live chat function.
What are the metrics for chatbots?
To truly understand how your chatbot is performing, you need to understand different aspects of the chatbot – the bot itself, the interactions with users, the agent’s performance while using the bot, etc.
Based on these factors, we’ve clubbed the chatbot analytics metrics under four broad categories.
What is the advantage of chatbot analytics?
Chatbot metrics serve as benchmarks for specific performance indicators on your team. Hence, with the help of chatbot analytic tools, you can define the metric, understand why you want to track and know what steps you need to take next. The same applies to chatbots as well. You need to track if you are benefiting from the chatbot or not. Chatbot analytics will help you