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Analytics is a platform add-on that allows the bot owner in-depth understanding and tracking of how the bot is used by its users. Using analytics, you can track KPIs and trends over time to discover the bots strengths and weaknesses, so you can focus on improving the bot flow to provide a better user experience and allow the bot to complete its purpose with its users. In addition, using analytics you can extract information that is important for improving your business such as: what are the areas and actions that interest the users more or areas that need to be strengthened to provide better customer service and satisfaction.
Good data is important data!
The data collected by your bot and your user behavior is the most important feedback you can get from deploying a bot in the feedback. Complete and in-depth data is critical for the success of a production bot in the field. Using our analytics add-on, you have this base covered.
From peeking into actual complete transcripts to important trends and in-depth NLP analysis of the conversation, analytics is a must for real production bots.
The Flow section shows a chart displaying the various paths users take in the bot with attached percentages. Diving into this chart can provide an understanding of the paths both commonly and uncommonly taken by users.
Use data to take your service to the next level: know what issues should move to your chatbot and how to handle them, what messages get the highest customer satisfaction and reduce chat length – and much, much more.
The Text Analysis section will provide views such as chat sentiment over time as well as most common words and phrases entered by users.
The Transcripts section will provide access to the full transcripts of users with the chat bot. You will be able filter the transcripts by date, client type etc and of course search for specific content.