Chatbot Fallback Rate

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A Chatbot Fallback Rate is a Chatbot Performance Metric that quantifies the percentage of interactions in which a chatbot fails to understand or appropriately respond to the user's input.

  • Context:
    • It is a critical metric for evaluating a chatbot's ability to handle interactions autonomously without escalating to human agents.
    • It can reflect the effectiveness of the chatbot's Natural Language Processing capabilities and training.
    • It can (often) employs strategies to reduce the fallback rate include expanding the chatbot's training data, implementing more sophisticated NLP techniques, and refining conversational flows to manage user expectations more effectively.
    • It can be estimated as: [math]\displaystyle{ \text{Fallback Rate}=\dfrac{\text{Queries not resolved by a bot}}{\text{Total number of interactions witha bot}}\times 100\% }[/math].
    • ...
  • Example(s):
    • Chatbots with a low fallback rate are typically well-trained and able to handle a wide range of user inquiries effectively, demonstrating high conversational AI effectiveness.
    • Chatbots experiencing a high fallback rate might struggle in complex or ambiguous conversational contexts, requiring more frequent intervention by human support staff.
    • ...
  • Counter-Example(s):
  • See: Chatbot Analytics, Human Takeover Rate, Natural Language Processing, User Engagement Rate, Chatbot Engagement Measure, Financial Contract Fallback Rate.

References

2024a

2024b