A comprehensive guide and overview for AI Chatbot usage
Automation rate: The percentage of chat sessions where customers resolved their questions without requiring a transfer to agent. This value is represented in two ways:
- Trendline: Shows the daily automation rate for the selected time period.
- Average: Shows the average automation rate for the selected time period.
Chatbot-supported chats: The percentage of chat sessions where the chatbot was involved in helping resolve customer inquiry. This value is represented in two ways:
- Trendline: Shows the daily chatbot-supported chats for the selected time period.
- Average: Shows the average chatbot-supported chats for the selected time period.
Automation level summary: A table displaying the break down of chatbot usage organized in the following columns from left to right:
- Chatbot only: The percentage of chats handled solely by the chatbot.
- Chatbot & agent: The percentage of chats handled by the combination of chatbot and agent.
- Agent only: The percentage of chats handled solely by the agent.
- Chatbot supported chats: The sum of the chatbot only & chatbot & agent percentages.
Chat session overview: A table displaying the break down of all chat sessions per day for the following metrics:
- Chats: The total number of chats had for a specific day.
- Chatbot-supported: The total number of chats where the chatbot assisted in the conversation for a specific day.
- Chatbot only: The total number of chats where customers resolved their questions without requiring a transfer to agent for a specific day.
- Chatbot & agent: The total number of chats handled by the combination of chatbot and agent for a specific day.
- Agent Only: The total number of chats handled by the agent alone for a specific day.
