This section collects and visualizes for analysis and interpretation data that relates to user interaction with the chatbot. Analytics allows you to get information about how users use the chatbot, what questions they ask, what features they use, etc.
With the help of analytics, the quality of customer service is monitored and bottlenecks associated with communication with a chatbot are identified.
Based on data analysis, it is possible to optimize the chatbot script, taking into account user behavior and their needs. For example, analytics can show that users often ask the same questions, which can be a signal to add relevant blocks to the chatbot script.
Chatbot analytics also allows you to evaluate the effectiveness of the chatbot and its impact on business indicators, such as customer satisfaction, sales, etc. As an example, a chatbot reduced the processing time for customer requests and increased the number of sales.
To view analytics, go to the “Chatbots” section >> “Analytics” tab.
Select a scenario from the drop-down list.
Manage table columns using the gear on the right.
Also see.:
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