The Conversation AI Dashboard gives you a clear picture of how your AI bot is performing. This article walks through the feature so you can track key metrics, optimise your bot's efficiency, and make informed decisions based on real data.
Why It Matters
- Greater Transparency: The dashboard gives you real-time visibility into your bot's performance, making it easy to track and understand its impact.
- Enhanced Optimization: The actionable insights let you continuously refine your bot's responses, improving overall efficiency and effectiveness.
- Informed Decision-Making: With data-driven insights to hand, you can make smarter decisions, improving AI-driven customer interactions and getting more value from your bot.
How It Works
Access the Dashboard
To get started, navigate to the Conversation AI Bot tab inside the AI Agents section and select the Dashboards area.
Filter & Compare Data
Refine your insights using the Channel, Date Range, and Agent Selector. These tools let you narrow down data to specific channels or time periods, and compare performance side by side over time.
Monitor Key Metrics
The dashboard provides real-time data on a range of performance indicators, including:
- Total Unique Contacts: The number of unique contacts engaged by the bot.
- Actions Triggered: The total number of bot-driven actions completed.
- Appointments Booked: The number of successful appointments made via the bot.
- Time Saved: An estimate of the reduction in manual effort, giving a clear view of productivity gains.
Click on any metric to see a graphical breakdown by day, so you can spot peak days and view trends across the period.
Below this, you will find data related to the selected metric, when available, giving you further context on its performance.
Total Unique Contacts
When this metric is selected, you will see:
- Total Messages: The total number of messages sent during the selected period compared to the previous interval, giving a clear view of messaging volume and trends.
- Average Messages per Contact: A key metric that helps you optimise response settings by showing the average number of messages exchanged with each contact, improving interaction efficiency.
Total Actions Triggered
The Total Actions Triggered metric gives you insight into:
- Appointment Link Shared: The number of times the bot sent your calendar booking link to contacts, facilitating easy appointment scheduling.
- Workflows Triggered: The total instances in which an automation was initiated as a result of a bot interaction.
- Contact Info Updated: The number of times a contact's details were modified, keeping information accurate and up to date.
- Stop Bot Triggered: The number of times the bot was stopped after meeting the specified condition.
- Cancel Appointment: The number of times the bot has removed a scheduled appointment from the calendar upon a customer's request.
- Reschedule Appointment: The number of times the bot has moved a scheduled appointment from the calendar upon a customer's request.
- Transfer Bot: The number of times the bot handed the conversation to another bot or workflow.
- Human Handover: The number of times the bot reassigned a conversation to a human agent.
The dashboard goes beyond raw numbers, offering recommendations to help improve your bot's performance. Whether it's optimising response settings or improving appointment scheduling, the insights are practical and actionable.
Future Enhancements
Soon, the Conversation AI Dashboard will include the ability to identify common queries your bot receives and suggest adding them to the FAQ to improve response accuracy and bot efficiency.