The first report in the dashboard is on User Interaction. It reveals the total number of users that interacted with your chatbot during a particular period. Not just that, it also informs you about the number of users that the bot is engaging at the moment.
Every time a user lands on a channel & engages the chatbot, a new session starts; which includes the user’s conversations. So, Total Sessions acquaints you with all the sessions where the bot kicked in. This way, you can see what a user was interested in across interactions.
Users can start, end, or restart the conversation multiple times in a session. Each instance of initiating a chat is a conversation. This means that Total Conversations reports the sum of all the interactions your chatbot had in a given time.
When a chatbot finds a relevant intent & story, the conversation is considered ‘Covered.’ But if it can’t find the same, the interaction is marked ‘Uncovered.’ So, Coverage is the ratio of Covered & Uncovered conversations. It helps ensure your bot can handle all known intents with ease.
If the chatbot successfully deflects a case, it’s a Successful Conversation. Otherwise, it’s an Unsuccessful Conversation. And the best part about it is that you get complete autonomy to define what qualifies as successful deflection.
Discerning what your users want is like finding a needle in a haystack. But fret not, intent is a powerful magnet that can help. Get insight into the most used intents and utterances within an intent. This helps understand what your users are interested in the most.
Get the complete transcripts of all the interactions. You can also look at the most used intents and utterances. Additionally, a split-up containing user feedback and insights into every bot conversation is available, thereby enabling you to quantify the chatbot’s efficacy.
Outstanding use of technology to develop the next gen tools to help centralise and improve the overall knowledge for better service of the customers.
SearchUnify has a well-thought-out technical architecture that should enable the company to fill gaps in data ingestion, tuning, and tools to build custom applications.
