Insights & Metrics
The Aplysia 3 Insights report allows clients to measure performance of the chatbots of type Aplysia 3:
Key metrics cards include:
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Automation Rate (conversations with no staff intervention)
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Chatbot CSAT (customer satisfaction score with the performance of the chatbot)
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Unanswered Questions (number of questions that were not answered by the chatbot automatically)
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Negative Feedback (number of answers with a negative feedback, i.e. tumbs-down on answer)
Graphs include:
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Answered questions versus Unanswered questions (number of question that were answered by the chatbot vs number of questions the chatbot could not answer)
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Number of answers generated by the chatbot (and how they were generated) versus staff intervention (conversations transferred to the console)
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Chatbot answers:
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Topic answer: an answer was provided with the content of the topic only (no access to the document)
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Complementary answer: an answer was created by using content from the document, with buttons and/or images from the topic content
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Document answer: an answer was created by using the document only
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Staff intervention:
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Contact Staff Form: the chatbot could not create an automatic answer for the user and the conversation was transferred to an agent
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Tables include:
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Messages with negative feedback from the users
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In this table, the clients can see details about the automatic replies that had a negative feedback from the user (tumbs down):
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Message: what the message from the user was
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Answer: what the automatic message from the chatbot was
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Actions: actions that can be taken by the client to improve the answer provided by the chatbot
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Improve topic: the client will be redirected to the content of the topic to improve it
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Improve document: the client will be redirect to the document to improve the content
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Messages that the chatbot was unable to provide an automatic answer
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In this table, the clients can see the messages that did not receive an automatic reply from the chatbot:
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Message: what the message from the user was
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Property context: from what property the message was related to
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Actions: actions that can be taken by the client to add content, so the user can receive an automatic reply.
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Improve topic: the client will be redirected to the content of the topic to adjust it
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Improve document: the client will be redirect to the document to add the content
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