Measuring chatbot effectiveness

Hello, hope you can assist measuring our chatbot effectiveness.

We're creating an automated flow for our customer call center. At the end of the automated flow we'd like to ask the customer a question (Q) with buttons (B) to measure the effectiveness of the bot:
Q: Are you helped sufficiently?
B1: Yes, I'm helped sufficiently.
B2: No, speak to an agent.

If B1 is selected, the chat is closed and we start the feedback flow.
We interpreter this as a successful chatbot conversation

If B2 is selected, we handover to an agent.
We interpreter this as a unsuccessful chatbot conversation.

If the customer doesn't reply or decides to type another question in chat directly, we interpreter this as a neutral conversation.

The issue with this is that the customer has no incentive to click B1, and I just don't think it's the best possible solution.

How do you measure how effective your chatbot (automated) conversations are?
what are the best practices?

Thanks!

Thomas

Didn't find what you were looking for?

New post

Was this post helpful?

0 out of 0 found this helpful

Comments

2 comments

Edwin Wortel
June 09, 2022 08:34
Hi Thomas,

Asking for feedback and working with buttons works really well.
You could also use the following
- Use the thumbs up/ Thumbs Down function in the webchat settings: https://docs.cognigy.com/ai/endpoints/webchat/deploy-webchat-endpoint/#conversation-rating-settings
- Construct the flow so that an happy customer follows a different path over a customer who has follow up questions. Then you can use the 'Set rating' node to update the stats. https://docs.cognigy.com/ai/flow-nodes/other-nodes/set-rating/
- Or you may want to use the complete goal node in your flows: https://docs.cognigy.com/ai/flow-nodes/profile/complete-goal/
Some interaction from your customers is required though.

Hope this helps.

Edwin
0
thomas.out
June 14, 2022 16:48

Hello Edwin,

Thanks for your reply! Implementing the copmlete goal nodes now.

Best regards,
Thomas

0

Please sign in to leave a comment.