A Guide To Metrics For Chatbot Analytics

Bot Metrics: Misunderstood requests or communication delays are not included in web-focused analytics. 

Chatbots need new measures to maximize their advantages. 

If you’re already acquainted with web metrics, go to chatbot-specific analytics like the message and bot metrics. 

We previously published a comprehensive guide on conversational bots/chatbots. 

We suggested that chatbots would transform the world and that businesses should begin experimenting with them now. 

Conversational, chatbot, bot, and chatbot intelligence are all terms for the same thing: a valuable tool for directing businesses’ chatbot trials. 

We go through all of the critical bot analytics tools and chatbot metrics that a firm needs to track the growth of its chatbot/conversational AI system: 


What is the definition of chatbot analytics? 

The technique of studying previous bot interactions to generate insights about chatbot performance and customer experience is known as chatbot analytics. 

Bot MetricsWhat is the significance of this now? 

Once a chatbot is online, a company’s role as a chatbot developer does not cease. 

Customer experience has become a significant factor in achieving a competitive advantage due to increased competition in every sector. 

After a company introduces a chatbot, monitoring how users interact with it is essential. 

Conversational analytics is helpful for a variety of reasons.


Better focus

Like other analytics methodologies, Chatbot analytics allows companies to measure essential chatbot KPIs and make data-driven choices to improve chatbot performance. 

Many chatbot initiatives fail for various reasons, including choosing the incorrect metrics to optimize. 

Businesses may prevent possible problems by relying on chatbot analytics. 

Improved data collection 

Conversational analytics software becomes a tool for obtaining first-party data insights from users. 

Who are ready to speak with bots as new data privacy regulations such as the GDPR and the CCPA make it increasingly difficult to utilize third-party consumer data. 

Customer insight generation 

Businesses may employ chatbot analytics dashboards (in visual context) to map common user pathways, tasks, and exit points, allowing them to identify patterns, trends, and correlations that might otherwise go undetected using text-based data analysis approaches. 

This enables businesses to obtain a better grasp of the customer experience. 

What exactly is a metric? 


It’s critical to define metrics. Because many of the chatbot’s skills will be assessed using those measures. 

Those metrics may change substantially for a freshly constructed chatbot. Companies must regularly monitor the chatbot once it has been implemented. 

Companies must identify the correct KPIs to meet the expectations of increased efficiency, quicker response, and higher conversion. 

This allows for better monitoring and efficiency of the bot’s functioning. 

This aspect of the problem has several applications for data scientists. 

Metrics for Bots 

We’ll now go over several more crucial measures for evaluating a chatbot’s success. 

Retention Rate 

This is the proportion of users who utilize the chatbot again after a particular time has passed. 

This is critical because we need to keep the consumer engaged in getting vital information into their preferences by forcing them to spend time with the chatbot. 

Promotional efforts such as chat-to-receive-discount or a lottery, such as word guessing games, may help increase retention rates. 

The crucial thing is to maintain that level via a natural process. 

This is mainly accomplished by offering a high-quality chatbot that satisfies the expectations and demands of clients.

Goal Completion Rate (GCR) 

This metric measures the proportion of successful chatbot engagements. 

Users are likely to seek out other sources of information or services. A bot’s relevant aims for an e-commerce firm may include notifying the consumer about a product’s information or buying a product. 

The number of times our bot successfully processed the input and gave the requested information is shown below. 

One method is to harvest data from user-generated queries. 

This would provide a general trend in customer preferences, allowing the chatbot to be trained to focus more on that topic. 

What are the essential aspects of chatbot analytics software? 


Analysis of public opinion 

Without expressly asking, chatbots may record and analyze client feelings from discussions. Businesses may utilize sentiment analysis to see if people react positively or adversely to their bot and make it more user-pleasant. 

Segmentation of customers 

Chatbot analytics systems may use natural language processing (NLP) to extract conversational data and combine it with web analytics data such as demographics to categorize clients.

Businesses may customize chats and do A/B testing on chatbot landing pages and inquiry replies to determine how to improve engagement using customer segmentation. 

Analysis of intent Bot Metrics

Intent mapping is a function provided by specific tools, such as Dashbot, to enable developers to verify how messages are matched to intent categories. 

Transcript Search Analytics solutions allow firms to follow the whole user lifetime by searching the full text of transcripts.

Failures in tasks are identified. 

Organizations use analytics tools to track and classify all occasions when a bot fails to accomplish a job so that developers may enhance the bot’s replies. 

What are some case studies of chatbot analytics? 



Talkpush is recruiting software that uses social media and discussions to help businesses find talent. 

Stanley, their recruitment chatbot, can go through many individuals to find the appropriate match. 

Initial screening is provided by Stanley, who may direct questions to a person, arrange interviews, and engage prospects as they wait for an onsite consultation. 

Because Talkpush’s clients are giant corporations, they wanted to ensure they provided a faultless experience to their consumers. 

They bought the DashBot analytics solution to help them enhance their chatbot using data. 

Talkpush’s conversational analytics tool may discover discussions that need to be optimized by analyzing sentiment points. 

From January to July 2019, they increased their chatbot answer accuracy from 30% to 60%, thanks to analytics. 

Final Thoughts 

Contact our team at Yugasa Bot if you want to learn more about this subject. 

Now that you know how to track your chatbot’s development, it’s time to move on to the next step. 

● Identify typical chatbot metrics success tactics. 

● Explore our full list of chatbot use cases to discover how they can assist your organization. 

● Explore the chatbot ecosystem top chatbot startups, and compare the best chatbot platforms when you’re ready to construct your company’s chatbot. 

● Explore our comprehensive guide to chatbot testing to be ready for the end of chatbot creation. 

Read More: Top 11 Chatbot Analytics Metrics to Measure the Performance of Your Chatbot

About Neilu Mittal

Marketing Manager at Yugasa Software Labs
This entry was posted in Chatbot and tagged , , , , , . Bookmark the permalink.