If your chatbot aims to reduce wait times for your customers or prospects, be sure to track how long customers need to wait to speak to a human agent.
If your chatbot is doing its job, it should significantly reduce wait time.
How to use advanced chatbot analytics
The best chatbot platforms will allow you taiwan phone numbers and your team to set up custom metrics to track chatbot analytics.
Custom analysis requires identifying high-value stocks and instructing your chatbot to track them.
Custom analytics
For example, Botpress allows subscribed users to track any event to which they add a "track event" card.
These types of advanced analytics allow users to track hyper-specific events. For example:
How often a bot is unable to answer a question using its knowledge base.
How often users interrupt a bot during an interaction
how many times an ecommerce chatbot fails when making a payment
frequency with which users leave a chatbot, specific to certain moments or flows.
Frequency with which users use products recommended by a chatbot
how often a chatbot upsells or cross-sells a product or service.
Advanced analytics allow your team to identify opportunities for improvement with pinpoint accuracy.
By understanding how users interact with each part of your chatbot flow, you can infinitely optimize the process for better and better results.
What to look for in an analytical dashboard
There are many options for chatbot analytics platforms. Most chatbot platforms come with their own analytics dashboards, but you can enhance them with analytics plugins. These are also useful for open source chatbot analytics.
When looking for high-end chatbot analytics platforms, here are some of the features to look out for:
real time control
A key feature of an advanced chatbot analytics platform is the ability to track performance in real time. Not only does it allow your team to see the latest data, but they can quickly respond to issues or anomalies.
For example, you can set up real-time alerts for problems, such as an unusual or decreased contention rate.
Integration with business systems
The ability to seamlessly export your chatbot data to BI and data visualization tools - such as TableU or Google Analytics - allows you to easily share information with the entire team (without needing everyone to log in to your chatbot platform).
Customizable metrics
Customizable metrics – or “advanced analytics” – will allow your team to focus on specific parts of your chatbot flow.
