Chatbot analytics

Measure how well your chatbot is performing and identify areas for improvement.

Key metrics

Viewing chatbot analytics

1. Go to Analytics → look for chatbot/AI metrics
2. Or go to Chatbot → Analytics (if available as a tab)
3. Filter by date range

What to look for

High handoff rate (> 40%)

• Your knowledge base needs more content
• Flows are missing common paths
• AI confidence threshold may be too low

Low resolution rate (< 50%)

• Add more FAQ pairs to AI contexts
• Create flows for common questions
• Review what questions are being transferred

Slow response time (> 5 seconds)

• AI provider may be slow — consider switching
• Knowledge base may be too large — optimize
• Check for network issues

Improving performance

1. Review transferred conversations — What questions is the bot failing on?
2. Add FAQ pairs — For every repeated transfer reason
3. Optimize flows — Simplify paths, add more button options
4. Update knowledge base — Keep information current
5. A/B test prompts — Try different system prompts for AI

Tips

1. Check weekly — Spot trends before they become problems
2. Set targets — Aim for 5% improvement each month
3. Compare to human agents — Bot should handle simple queries, humans handle complex
4. Don't over-automate — Some conversations need a human touch