We have all heard how chatbots are going to change the internet world as we know it today. Many of us want to build great conversational bots which will engage in a way never before and solve real life problems, which is all very good. But there is one big problem, the bots are very new, no one surely knows how to design a great conversational flow which will work perfectly for us. That means we need a lot of iterations and experimentation to nail it, which brings us to the question “How do you know what is working and what is not ? How do you measure it? Are there any analytics tools?“
At Engati we have tried to arm you with a bunch of very useful and pertinent metrics that will help you to do just that. We help you to improve the human bot interaction by measuring engagement and retention, observing conversation, identifying bottlenecks and identifying and improving the content quality. I will try to explain briefly what are these metrics and how they can help you.
The two info-graphs are focused on new users coming in and the active users on the bot. There are filters like weekly monthly and daily. They give a clear picture of the user acquisition and user retention trends over the past month, during which day of the month and the week are we getting more users and active users. We can also track the dip or increase in user acquisition and active users and correlate them well with the changes made in the bot in and around that period.
Engage and Retention
The Engage tab provides a nice overview of what your users are doing on your bot. What are they clicking and what are they searching for, It tells you which of your conversation tracks /paths are popular among the users and taken mostly. Using these stats you can figure out the bottlenecks in your conversation flow where things are fizzling out.
Customer support and Live chat dashboard
All the metrics and data on these two screens will make the life easy for your support agents. On screen you get the data which triggered the customer support request based on which you decide whether to take up a request or not. And once a request is taken up, you are redirected to the chat screen which provides you the same information you get in user details screen to help you have a meaningful conversation and resolve the issue. The Customer Support Dashboard also provides a quick overview of the requests received, pending, handled and missed by the Customer agents.