Self Service Rates and Retention
Assess how well users are retained over time, focusing on those who utilize self-service options, investigate fallback reasons, & more.
Self Service KPI's
Track the success rates at which your bot is able to understand and resolve user queries.
To track success rates, we first have to Define Success Criteria.
Self-Service Resolution Rate:
The percentage of user messages resolved by the chatbot without human assistance. Ensure the chatbot can handle common queries effectively by regularly updating its knowledge base and implementing clear escalation paths for unresolved issues.
Configuration
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Escalation Rate:
The percentage of interactions that require escalation to a human agent.
Configuration
Visual
Fallback Message Breakdown
The most common messages not understood by the bot.
Configuration
Visual
User Retention
Returning User %:
Percentage of users that are coming back to the bot on multiple occasions.
Configuration
Visual
New User %:
Percentage of first time users that visited the chatbot.
Configuration
Visual
User Retention over time
How users are coming back to the bot over time (Usually a high % is healthy, as users are getting the answers they need)
Configuration
Visual
Updated 29 days ago