Available for Pro, Premium & Entreprise
When interacting with the chatbot, everytime there is an automatic reply given, the user has the option to provide feedback it by adding a 👍 or 👎
See the example below:
In the reports menu (FAQ Insights tab) you can see the metrics for the answers provided by the users, shown above.
Please note this is specific to the FAQ answers, not to the overall performance of the chatbot
Select the dates you want to analyze and check:
- User questions: total number of questions asked in the period selected
- Chatbot vs Agents answers: from the questions asked, how many were answered automatically by the chatbot and transferred to the console to be replied by agent
If applicable, you can filter by property
This page will only show the negative feedback for the FAQs - it will focus on what needs to be improved:
- Negative Feedback: nº of answers that received a "heads-down" from all answers provided in the period of analysis
- Topics to improve: total nº of topics that need improvements, according to the negative feedback provided
On the board below, you can see the detailed information by property, topics that were trigerred and the message that the user wrote.
- Each needs to be analyzed individually, to understand if there is extra information that can and should be added to the FAQ.
- To take action on it, click on "Improve FAQ" on the action column.
- Once you do, you will be forwarded to the FAQ trigerred, to add more information if need.