Chatbot Analytics


Evaluate & Optimize Chatbot Interactions
with Real-Time Insights

User Interaction

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.

User Interaction
Total Sessions

Total Sessions

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.

Total Conversations

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.

Total Conversations
Coverage

Coverage

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.

Successful and Unsuccessful Conversations

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.

Successful and Unsuccessful Conversations
Intents

Intents

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.

Chat Transcripts and User Feedback Insights

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.

Chat Transcripts and User Feedback Insights

Here's What Industry Experts Have to Say About SearchUnify

INTRODUCING OUR LATEST RELEASE, Colubridae'22 Doubling Down on Relevant and Agile CX and EX, RELEASING JUNE 15