New Chatbot Analytics

New chatbot analytics are now available to all Talkative customers.

With these additional reporting tools, you can monitor and analyse your chatbot’s Knowledge Base Response Rate and Containment Rate.

Both of these metrics provide a way to assess chatbot effectiveness - from knowledge base retrieval to how efficiently your bot resolves customer queries.

Together, these analytics offer a data-driven view of your GenAI chatbot’s overall performance.

Monitor & improve performance with key chatbot metrics

Chatbot Analytics give you more insights into the strengths and weaknesses of your chatbot and AI knowledge base.

Here’s a more detailed breakdown of the new metrics…

• Knowledge Base Response Rate: The percentage of customer queries the chatbot successfully answered using information from your knowledge base. This indicates the quality of your AI knowledge base and its effectiveness during chatbot interactions. 
• Chatbot Containment Rate: The percentage of customer interactions the chatbot successfully handled without needing escalation to a human agent. A high containment rate indicates the chatbot’s performance in resolving issues independently, reducing the need for human intervention and improving efficiency.

With this data, you can make informed decisions to optimise chatbot support and enhance your knowledge bases, facilitating a better user experience. 

The data for these metrics can be found under Reports in your console Analytics.

Getting started 

Need help getting started with our new chatbot analytics?

Get in touch with your Talkative Account Manager.

For more on our latest updates, take a look at our most recent release notes.

Are you a new customer who likes the look of this update? 

Book a demo with Talkative today, and check out our interactive product tour.