There are different insights and report types that would help you understand how well is your BusinessChat AI bot performing.
How to get to and understand the BusinessChat AI Bot reports
To analyze the performance of your AI bot, you need to understand the different reports available. To get those reports, follow these steps:
From your BusinessChat account's main page, click on the Chatbot Icon
Choose Insights under the AI Chatbot
choose a time filter to get the reports and isnights for whatever period you need to analyze
From this page, you will be able to see all the available reports and isnights for your AI bot.
BusinessChat AI Bot reports types
There are different insights, each serve to explain a specific purpose. Here are the available reports to understand the bot performance:
Automations rate: this is a high level insight that reveals the percentage of messages handled by your AI bot out of all the inbound messages from your customers. Along with the resolution percentage, you will find the number of messages handled by the bot and the number out the total inbound messages.
Resolutions Over Time: this reports shows the percentage of resolved conversations by AI over a period of time. You can group data by day, week, or month.
Resolutions by Intent: this report shows the number of AI resolved conversations by intent, meaning the topic of the resolved conversations.
Escalations by Type: this report shows the reasons why conversations were escalated to your team. You will see the number of conversations for each reason.
Messages Volume by Agent: this report will show how many messagess were handled by each agent on your team within the time period you specified, including those handled by the bot. It will enable you to compare the workloads, and see how much the bot is taking off of your agents' plates.
FAQs about the BusinessChat AI bot
Why is there a difference between total bot messages and total resolutions ?
There are messages related to Informing the customer of escalation that we do not consider as a resolution.
2. Can I download the reports for the AI bot resolutions?
There's no option to download any of the BusinessChat AI bot report types for now.