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3 Chatbot User Experience Metrics To Measure For Better Productivity - Md Alam - ContactCenterWorld.com Blog

3 Chatbot User Experience Metrics To Measure For Better Productivity

 

It is not surprising that chatbots have a lot of impact on their user experience. Companies leverage these virtual assistants either to promote customer services or to enhance employee experience. For them, both are equally important. This increases the demand for a live chatbot for website provider and their contribution to different industries.


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In order to experience highly engaged employees and to boost employee retention, measuring chatbot efficiency is again very important. Just like you assess the employee's performance for better productivity, you need to do the same for your virtual assistants. However, the list of metrics is different from the former. Even if you buy products from a renowned workforce management software provider, you should keep on monitoring the bot for better outcomes.

  1. Self-service rate: Chatbots allow the employees to solve their issues using self-service options, instead of seeking help from experts. The self-service rate defines the number of user sessions completed without connecting with a contact person.

 

  1. Performance rate: The performance rate defines how well the chatbots have delivered an accurate answer to the queries. It is calculated as a number of correct responses by a number of active user sessions.

 

  1. Non-response rate: As the name defines, the number of queries remains unsolved by the bots. The number of times the chatbots have failed to create responses due to lack of content or misunderstanding is calculated as the non-response rate. The higher the rates, the more the bots require optimization.

 

The above-mentioned chatbot user experience metrics are necessary for cross-analysis. Bots even have an option to create an analytical report that contains numerous real-time data. No doubt, such analysis brings the limelight into the user's experience and their insights.

Find a relevant chatbot from a human resource management software provider and measure the KPIs to excel the performance level.

Publish Date: July 13, 2021 5:59 AM

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