The analytics you’ll see and how it helps you
There is so much information we can take from a conversation. It’s just a matter of how we process it and turn it into insights. Other than that, your goals largely affect the metrics that you should be looking at — the way you interpret the metrics might change, too!
Here at Botbot.AI’s data analytics dashboard, we present you the usage level of your chatbot, popular topics among your customers, as well as how well your chatbot performs.
Generally, the usage level may reflect how receptive your customers are towards your chatbot — or, how excited they are about the chatbot! Meanwhile, popular topics get you to surface potential problems or customer demands. Lastly, your chatbot’s performance can be seen via the percentage of a fallback occurrence, chatbot’s confidence score — see if you need to increase the training of your chatbot!
Making informed business decisions
By using the right metrics, you will be able to identify and extract findings that are relevant to your goals. Coupled with the right analytics, you can then take concrete steps to improve or fine-tune your business processes.
Let’s go through one example — it happened in early 2017, Singapore.
A while ago, there was a nation-wide amendment to the parental leave policy. Data showed that suddenly most of the employees asked about the company’s leave policy to your HR chatbot.
Responding quickly to the 2017 announcement about a nation-wide amendment to the parental leave policy, the HR team was able to update enquiring staff on the adjusted policy through a chatbot — allowing for quick, real-time updates in a targeted manner.