Different insights and report types would help you understand how well your BusinessChat AI bot is 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 insights for whatever period you need to analyze
From this page, you will be able to see all the available reports and insights for your AI bot.
How to download or export the reports for the AI bot resolutions?
You can export the AI Bot Insights report for offline analysis and deeper reporting by following these steps:
Click the three dots inside the Resolutions by Intent or Escalations by Type cards.
Click Export Data. You will see a notification of export.
You will receive an automated email from BusinessChat with a link to download the detailed report. Open the downloaded file in Microsoft Excel or any spreadsheet tool.
What's Inside: The exported report provides granular, session-level data, including associated contact numbers, session start and end times, matched intents, and the specific messages that led to a resolution or escalation.
BusinessChat AI Bot reports types
There are different insights, each of which serves to explain a specific purpose. Here are the available reports to understand the bot's performance:
Automation 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 of the total inbound messages.
Resolutions Over Time
This report 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 messages 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.
Interactive Drill-Down & Conversation Linking
To help you perform a deeper root-cause analysis, your AI Bot reports are now fully interactive. You can drill down directly from any of the reporting charts to analyze specific customer sessions:
Identify Resolutions & Escalations: Click directly on any segment or data point within the Resolutions by Intent, or Escalations by Type charts to view a detailed drill-down list. This list reveals exactly which messages and sessions generated an automatic resolution or an escalation to your human support team.
Inspect Linked Conversations: Within the drill-down view, click on any individual customer session. The platform will instantly redirect you to the linked conversation thread in the inbox. This allows you to inspect the exact chat history and understand the full context of the customer’s experience.
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 a resolution.