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Bot analytics is vital to evaluate your chatbot is able to meet its end goal. Every chatbot has certain defined end goals. With the help of analytics, you can measure the performance with respect to predefined objectives. Monitoring the analytics help you to determine the success of your chatbot. It is essential to be aware of the chatbot’s capabilities by constantly measuring its performance.
Chatbot analytics and metrics help you in the key areas:
Under the ‘Reports section of the REVE Chat dashboard, click on the ‘Bot’ option. You will further get three reporting capabilities of the chatbot.
The bot history provides an overall understanding of the conversations handled by the chatbot.
Broadly, it shows how many conversations were closed successfully by the chatbot and the number of human handovers that happened.
The chatbot analytics ensures the success or failure of your chatbot. With the bot metrics, you can measure and iterate the flow accordingly.
Note: Handovers happen when the bot finds the query complex and difficult to answer. It is transferred to the live agent to handle the conversation and provide an effective solution.
Total conversations – It refers to those conversations that start and close by the chatbot. The higher the interaction rate, the higher will be the bot’s effectiveness. And if it is lower, it means using a chatbot is not a wise option. You need to plan out new strategies to engage users.
Total human handover – Human takeover is a critical chatbot evaluation metric that determines the success of your bot. It refers to two main scenarios:
The report shows the total number of leads generated by the chatbot conversation.
By understanding the above bot analytics, you can know whether the customers are happy conversing with the bot or not. If the ratio of human handover is increasing it is good to use live chat and deploy a bot for collecting the initial details of your customer.