Increasingly used by different companies, the Customer service robots (Chatbots)As we know, artificial intelligence brings agility, efficiency, and scalability to businesses that are increasingly dependent on good customer service and/or digital communication. Therefore, if your business already uses this artificial intelligence: congratulations! You are already one step ahead of the competition. But your marketing and customer service strategies cannot (and should not) stop here – It is necessary to analyze your performance, correct mistakes, and expand on successes., optimizing your digital experience. To do this It's necessary to know the main indicators for chatbots, and which ones are the most important..
THE Continuous monitoring and measurement of these indicators. This is what ensures that your decision-making is always assertive and aligned with your digital marketing and communication strategy. Being data-driven (or data-driven) It guarantees you constant assertiveness and progress. Follow along.
READ ALSO: "6 Myths About Chatbots"
READ ALSO: “Understand what Artificial Intelligence is”
KPIs: what are they?
The best way to measure the success and performance of companies, strategies, and projects – using KPIs., in English: Key Performance Indicator (or Key Performance Indicators).
Broadly speaking, these indicators They provide information about a company's strategic performance.They are expressed as data (which is transformed into information), are measurable, expressed in numbers or percentages, cover a period of time, and most importantly: they need to make sense for your business.
A common pitfall is getting distracted by "vanity KPIs." In other words, adopting or being impressed by numerical indicators that don't add any relevant or strategic information to your business. Beware! Define KPIs aligned with your strategy that allow you to diagnose your performance, mistakes, and successes.
The main indicators
Are you unsure which KPIs are most important for analyzing your chatbots? We present them below. The 5 main important indicators to be measured and analyzed.They are:
1. Retention rate
KPI that represents the percentage of users who return to the Chatbot in an average time!
In some situations, the more interaction and engagement time there is between the user and the chatbots, the greater the chances of gathering relevant data and information. from your user. Retention can also mean that your system and artificial intelligence were well-built in a way that allows for a natural flow of communication.
THE Retention is inversely proportional to the dropout rate.When your user accesses the chatbot and immediately (or not) ends the conversation before their request is finalized/resolved – something that should be completely avoided.
2. Active users
Indicates number of users currently interacting with/communicating with the Chatbot.
But why is knowing this important? Following a strategy omnichannel, with the help of an integrating platform (such as Matrix OMINI), Different vehicles and social networks can be measured in terms of users reached and active users..
This information allows analyze your ability (daily, weekly, monthly) service volume for each vehicle; and which receives more or fewer visits!
3. Cost per service
Did you know that it's possible to measure/obtain your cost per service?
If One of the purposes of chatbots is to reduce costs.It is only natural that we can assess whether these costs are actually lower than human care (call centerHow to do it? Separate your total investment. with the implementation of Chatbots and Divide it by your service capacity. (weekly, monthly, quarterly) and the Compare with the equivalent data from in-person service..
It's very unlikely that the cost per interaction with chatbots will exceed that of human customer service.But beware: customer service isn't just about cost; Analyzing only this indicator does not guarantee that your chatbots are infallible.It's just that you're spending less!
4. Customer satisfaction rate
Are you looking for feedback? Do you want a A clear assessment of the quality of your service. (including human)? Perform opinion and satisfaction surveys at the end of their appointments. Their own bot it can help you to Send short, simple questions with an objective assessment.
After gathering the responses, then measure the grades (or "yes" or "no" ratings). Interesting cross-referencing data of satisfaction, identifying the most problematic sectors or issues – in order to focus on, correct or optimize such interactions.
5. Number of errors
Chatbots are great! But They are not perfect and, of course, are prone to errors. Misinterpretations, inability to solve a problem, unexpected closures…mistakes can and will happen. It's necessary to identify which requests your software had difficulty handling..
With this information in hand: rperform maintenance on your platformCorrect errors and optimize experiences. More modern software such as Matrix Chatbotsbased on machine learningThey are able to evolve on their own and add new intentions and vocabulary to their repertoire.
Finally…
Having this data is the first step! Learn how to interpret, correlate, and compare them, in order to transform cold numbers into strategic information..
Now that we have the information, it's time to correct and improve! The potential of your chatbots is limitless, but it largely depends on your constant analysis and optimization..
Having a unified digital communication platform, with Integration and management of chatbots. This is more than interesting for companies and businesses that do not have internal automation and data intelligence departments. Matrix OMINI It is the platform that not only provides you with real-time customer service data, but also offers chatbot management and optimization services. Want to know more? Talk to one of our consultants: 0800 604 5555
