Chatbot Analytics Task

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A Chatbot Analytics Task is an product analytics task for chatbot systems.

References

2023

  • Bing Search
    • There are several ways to evaluate the performance of a chatbot within an application. Here are some of the most common metrics that companies use to measure chatbot performance:
      1. . Chatbot activation rate: This metric measures the rate at which users respond to the chatbot's first message with a question or answer related to the business. It indicates the number of users who go beyond the initial acquisition and perform one or more tasks related to the bot's goal ¹.
      2. . Average session duration: This metric is defined as the time period for which a chatbot interacts with a user and depends on the activity performed by the chatbot. For example, a weather chatbot has the role of providing weather updates to the user, and so the session duration must be short. Whereas, a chatbot helping the users in shopping, flight booking, or telling a story should keep the users engaged for a long time. Hence, the average session duration should be longer ¹.
      3. . Session per user: The number of interactions per user is yet another metric to determine chatbot's efficiency. If your chatbot's prime role is to answer the questions of the users and they are visiting repeatedly, it is possible that they are not getting satisfactory answers in a single interaction. On the other side, if the main purpose of your bot is to sell your products/services, several interactions might indicate that the users are interested and asking a lot many questions to know more about the product, and eventually, take the decision of purchasing it ¹.
      4. . Voluntary user engagement: This metric measures the number of users who voluntarily engage with the chatbot after the initial interaction. It indicates the level of interest users have in the chatbot and its ability to retain users ¹.
      5. . Retention rate: This metric measures the percentage of users who return to the chatbot after the initial interaction. It indicates the chatbot's ability to retain users and provide value to them ¹.
      6. . Goal completion rate: This metric measures the percentage of users who complete the task they set out to do with the chatbot. It indicates the chatbot's ability to help users achieve their goals ¹.
      7. . Revenue growth: This metric measures the impact of the chatbot on the company's revenue. It indicates the chatbot's ability to generate revenue for the company ¹.
      8. . Confusion rate: This metric measures the percentage of users who are confused by the chatbot's responses. It indicates the chatbot's ability to understand user queries and provide relevant responses ¹.
      9. . Human fallback rate: This metric measures the percentage of times a user is transferred to a human agent. It indicates the chatbot's ability to handle complex queries and provide satisfactory responses ¹.
      10. . Conversion sentiment: This metric measures the sentiment of users after interacting with the chatbot. It indicates the chatbot's ability to provide a positive user experience ¹.
    • Source: Conversation with Bing, 11/13/2023
      1. Key Metrics to evaluate Your Chatbot’s Performance - Appinventiv. https://appinventiv.com/blog/key-metrics-to-evaluate-your-chatbots-performance/.
      2. How to Measure a Chatbot Performance - Medium. https://medium.com/being-bot/how-to-measure-a-chatbot-performance-47a9978eca74.
      3. Using Metrics to Evaluate Chatbot Effectiveness - UX Planet. https://uxplanet.org/using-metrics-to-evaluate-chatbot-effectiveness-3506330ea1b2.
      4. 10 Key Metrics to Evaluate your AI Chatbot Performance. https://www.inbenta.com/10-key-metrics-to-evaluate-your-ai-chatbot-performance/.
      5. Benchmarking LLM powered Chatbots: Methods and Metrics - arXiv.org. https://arxiv.org/pdf/2308.04624.pdf.
      6. Chatbot Testing: Framework, Tools and Techniques - DZone. https://dzone.com/articles/chatbot-testing-deeper-insights-to-framework-tools.
      7. Testing Conversational AI. Measuring chatbot performance beyond… | by .... https://chatbotslife.com/testing-conversational-ai-7e5ecbae12cb.
      8. Chatbot Analytics: 13 Metrics That Every Business Should Track - Dashbot. https://www.dashbot.io/blog/chatbot-analytics-to-improve-chatbot-performance.

2022

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