Bot Analytics 101

Interactions – total number of user engagements with chatbot assistant by customer segments, intents, and sentiment Success rate – percentage of conversations that don’t trigger fallback. Percentage of conversations in which customer confirms request as resolved. Unique users – unique users that have engaged with chatbot assistant (by customer segments) Unique sessions – unique user sessions with chatbot assistant. Top intents – Most popular queries users ask chatbot assistant by customer segments and sentiments Node utilisation – Most (and least) executed block sequences by customer intents, segments, and sentiments