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. 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 metrics. 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 Analytics Dashboard
- The first analytics metric is straightforward, it gives the total number of conversations with the bot.
- Average Conversations per user is going to give you an idea of how successful your content is, in bringing back the user to the bot. A very crude measure of retention.
- The next two analytics metrics will give a measure of how engaging your bot content is. Average conversation length and no of messages per conversation tells you for how long an average conversation in bot goes on and how many interactions has the end user made with it.
- With good engaging content your bots conversation should last longer and more messages will be exchanged through analytics.
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. Analytics gives 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. With analytics, 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
Customer support and Live chat dashboard
All the analytics 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. And once it takes up the request, you will be redirected to the chat screen. It provides the same information you get in analytics user details screen. This will help you have a meaningful conversation and resolve the issue. The Customer Support Analytics Dashboard also provides a quick overview of many things. For example- the requests received, pending, handled and missed by the Customer agents.