Chatbots: Metrics For Generating Customer Insights
Chatbots – new customer journey components
What kind of chatbot metrics are relevant?
Active and engaged rates – do the users interact with a bot?
Image: chat record in "Morning Text"
Confusion rate and triggers – how often occurs a misunderstanding between bot and user and why?
Image: chat record in "MojiHunt"
Conversation steps – how much text is needed?
Average number of conversations/user – how often do users interact with the bot?
- How does the average number of conversations develop during the course of time?
- What is the average number of conversations per day, week or month?
- How often is the service used usually?
- How often gets the user encouraged to continue the chatbot conversation? Does the user have to interact with the chatbot?
- Which answers does the chatbot offer?
Retention – how often do they return?
Sentiment analysis – the top of the icing
Functions and targets