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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 capabilities by constantly measuring its performance.
Chatbot analytics and metrics help you in the key areas:
REVE Chat’s bot reporting has been divided into two parts. They are
The bot history gives you details about the total bot interaction with the users.
Bot analytics provide insights on total bot conversations that happened along with the handovers.
Note: Handovers happens 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.
It refers to the number of interactions sent and received between the users and your chatbot. It monitors and provides information on its ability to engage in a conversation.
Total handovers or human takeover is a critical bot evaluation metric that determines the success of your bot. It refers to two main scenarios:
By understanding the 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 bot for collecting the initial details of your customer.