{"id":4219,"date":"2022-03-07T08:06:14","date_gmt":"2022-03-07T08:06:14","guid":{"rendered":"https:\/\/botsify.com\/blog\/?p=4219"},"modified":"2024-12-26T12:29:45","modified_gmt":"2024-12-26T12:29:45","slug":"chatbot-metrics-and-kpis","status":"publish","type":"post","link":"https:\/\/botsify.com\/blog\/chatbot-metrics-and-kpis\/","title":{"rendered":"9 key chatbot metrics and KPIs every business should keep track of"},"content":{"rendered":"<p>Chatbot metrics are crucial when automating customer service. Customers appreciate a personal touch to feel valued, which is hard to achieve with automation. Preset options won\u2019t cater to every customer\u2019s needs.<\/p>\n<p><span style=\"font-weight: 400;\">Chatbots, with the help of AI, are now able to help bridge the gap between personalized service and automated efficiency. This can save a business time and money on contact center costs. As a result, many organizations are incorporating AI contact center software into their KPI Strategies. Wondering \u201c<\/span><span style=\"font-weight: 400;\">what is a contact center<\/span><span style=\"font-weight: 400;\">? Well, it\u2019s like a call center just with many other communications channels alongside the traditional phone. Potentially also including chatbots.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Just deploying a chatbot onto your website or social media channels isn\u2019t enough, though. You need to monitor how your chatbot responds to customer queries and highlight any issues. Then, you can refine the behaviors of the chatbot as you go.<\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-4223 size-full\" src=\"https:\/\/botsify.com\/blog\/wp-content\/uploads\/2022\/03\/unnamed-56.png\" alt=\"chatbot preview on mobile\" width=\"512\" height=\"442\" srcset=\"https:\/\/botsify.com\/blog\/wp-content\/uploads\/2022\/03\/unnamed-56.png 512w, https:\/\/botsify.com\/blog\/wp-content\/uploads\/2022\/03\/unnamed-56-300x259.png 300w\" sizes=\"(max-width: 512px) 100vw, 512px\" \/><\/p>\n<p><a href=\"https:\/\/pixabay.com\/illustrations\/chatbot-chat-application-artificial-3589528\/\"><span style=\"font-weight: 400;\">Image Source<\/span><\/a><\/p>\n<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_69_1 counter-hierarchy ez-toc-counter ez-toc-custom ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title ez-toc-toggle\" style=\"cursor:pointer\">Table of Contents<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Toggle Table of Content\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #fee22e;color:#fee22e\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #fee22e;color:#fee22e\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 eztoc-toggle-hide-by-default' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/botsify.com\/blog\/chatbot-metrics-and-kpis\/#Measuring_a_Chatbots_Performance\" title=\"Measuring a Chatbot\u2019s Performance\">Measuring a Chatbot\u2019s Performance<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/botsify.com\/blog\/chatbot-metrics-and-kpis\/#9_Key_Metrics_For_Measuring_Chatbot_Success\" title=\"9 Key Metrics For Measuring Chatbot Success\">9 Key Metrics For Measuring Chatbot Success<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/botsify.com\/blog\/chatbot-metrics-and-kpis\/#1_Engagement_Rates\" title=\"1. Engagement Rates\">1. Engagement Rates<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/botsify.com\/blog\/chatbot-metrics-and-kpis\/#2_Total_Interactions_vs_New_Interactions\" title=\"2. Total Interactions vs. New Interactions\">2. Total Interactions vs. New Interactions<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/botsify.com\/blog\/chatbot-metrics-and-kpis\/#3_Number_of_Deflections\" title=\"3. Number of Deflections\">3. Number of Deflections<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-6\" href=\"https:\/\/botsify.com\/blog\/chatbot-metrics-and-kpis\/#4_Customer_Satisfaction_Scores\" title=\"4. Customer Satisfaction Scores\">4. Customer Satisfaction Scores<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-7\" href=\"https:\/\/botsify.com\/blog\/chatbot-metrics-and-kpis\/#5_Call_Center_Handling_Times\" title=\"5. Call Center Handling Times\">5. Call Center Handling Times<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-8\" href=\"https:\/\/botsify.com\/blog\/chatbot-metrics-and-kpis\/#6_Conversion_Rates\" title=\"6. Conversion Rates\">6. Conversion Rates<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-9\" href=\"https:\/\/botsify.com\/blog\/chatbot-metrics-and-kpis\/#7_Lead_Generation_Figures\" title=\"7. Lead Generation Figures\">7. Lead Generation Figures<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-10\" href=\"https:\/\/botsify.com\/blog\/chatbot-metrics-and-kpis\/#8_UnsubscribeCancellation_Rates\" title=\"8. Unsubscribe\/Cancellation Rates\">8. Unsubscribe\/Cancellation Rates<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-11\" href=\"https:\/\/botsify.com\/blog\/chatbot-metrics-and-kpis\/#9_Development_Cost_vs_ROI\" title=\"9. Development Cost vs ROI\">9. Development Cost vs ROI<\/a><\/li><\/ul><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-12\" href=\"https:\/\/botsify.com\/blog\/chatbot-metrics-and-kpis\/#Wrap-Up_Friendly_AI\" title=\"Wrap-Up: Friendly AI\">Wrap-Up: Friendly AI<\/a><\/li><\/ul><\/nav><\/div>\n<h2><span class=\"ez-toc-section\" id=\"Measuring_a_Chatbots_Performance\"><\/span><span style=\"font-weight: 400;\">Measuring a Chatbot\u2019s Performance<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Chatbots can be useful for a variety of customer service and marketing scenarios. You still need to be able to measure their performance, however, just like you would any other technology. There are several key metrics that will help you keep track of chatbot success rates.\u00a0\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This information can be taken from the business data you would ordinarily collect. Any bot-specific information can be monitored by the platform it\u2019s running on. So, you won\u2019t need to expend extra effort and resources sourcing these figures.\u00a0\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">There are a number of areas to look at. The most important factor is how the chatbot affects your customer experience. You need to know in which areas the bot best helps customers and any areas where it\u2019s not meeting expectations.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">You also need a way to measure your Return On Investment (ROI). Developing a chatbot can incur significant expenses. Even using <\/span><a href=\"https:\/\/botsify.com\/blog\/chatbot-agency-for-your-business\/\"><span style=\"font-weight: 400;\">a third party chatbot option<\/span><\/a><span style=\"font-weight: 400;\"> will involve fees. A way to tangibly show the bot\u2019s value to the business lets you know you\u2019re getting value for money.<\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-4222\" src=\"https:\/\/botsify.com\/blog\/wp-content\/uploads\/2022\/03\/unnamed-57.png\" alt=\"chatbot metrics\" width=\"512\" height=\"194\" srcset=\"https:\/\/botsify.com\/blog\/wp-content\/uploads\/2022\/03\/unnamed-57.png 512w, https:\/\/botsify.com\/blog\/wp-content\/uploads\/2022\/03\/unnamed-57-300x114.png 300w\" sizes=\"(max-width: 512px) 100vw, 512px\" \/><\/p>\n<p><span style=\"font-weight: 400;\">(<\/span><a href=\"https:\/\/backlinko.com\/chatbot-stats\"><span style=\"font-weight: 400;\">Source<\/span><\/a><span style=\"font-weight: 400;\">)<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"9_Key_Metrics_For_Measuring_Chatbot_Success\"><\/span><span style=\"font-weight: 400;\">9 Key Metrics For Measuring Chatbot Success<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Monitoring KPIs is something you\u2019d do for any department or employee. Think of your chatbot like an employee that can be trained to improve over time. To train the chatbot effectively, you need to measure its performance.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Here are the key areas you need to look at to monitor your chatbot\u2019s success:\u00a0<\/span><\/p>\n<h3><span class=\"ez-toc-section\" id=\"1_Engagement_Rates\"><\/span><span style=\"font-weight: 400;\">1. Engagement Rates<\/span><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p><span style=\"font-weight: 400;\">The first thing you need to look at are your engagement rates. That\u2019s how many users are interacting with the bot. This figure shows you the impact of the bot on pure customer numbers. Look at this figure as a percentage of your total user base.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The higher this number is, the more your customers value the services the bot provides. However, on its own, this figure doesn\u2019t tell you a lot about customer satisfaction. You\u2019ll need to break the numbers down further to get these kinds of insights.\u00a0\u00a0\u00a0\u00a0<\/span><\/p>\n<h3><span class=\"ez-toc-section\" id=\"2_Total_Interactions_vs_New_Interactions\"><\/span><span style=\"font-weight: 400;\">2. Total Interactions vs. New Interactions<\/span><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Another important figure to extract from your user data is the total users divided by new users. Re-engagement is important to monitoring customer satisfaction. If people are returning to your bot for a variety of queries, this suggests they\u2019re happy with the service.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">That\u2019s not the only reason this figure is important. If you\u2019re using a chatbot alongside a marketing campaign, then new user spikes would indicate the success of the campaign.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Bringing in new users over time is critical to the health of your business. How your chatbot handles new users will be important to their first impressions of your brand. It\u2019s good practice to keep track of this so you can refine the bot over time.\u00a0\u00a0<\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-4221 size-full\" src=\"https:\/\/botsify.com\/blog\/wp-content\/uploads\/2022\/03\/unnamed-58.png\" alt=\"chatbot marketing\" width=\"512\" height=\"294\" srcset=\"https:\/\/botsify.com\/blog\/wp-content\/uploads\/2022\/03\/unnamed-58.png 512w, https:\/\/botsify.com\/blog\/wp-content\/uploads\/2022\/03\/unnamed-58-300x172.png 300w\" sizes=\"(max-width: 512px) 100vw, 512px\" \/><\/p>\n<p><a href=\"https:\/\/pixabay.com\/vectors\/whatsapp-interface-apps-android-1660652\/\"><span style=\"font-weight: 400;\">Image Source<\/span><\/a><\/p>\n<h3><span class=\"ez-toc-section\" id=\"3_Number_of_Deflections\"><\/span><span style=\"font-weight: 400;\">3. Number of Deflections<\/span><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Chatbots, <\/span><a href=\"https:\/\/www.8x8.com\/s\/what-is-a-cloud-contact-center\"><span style=\"font-weight: 400;\">cloud contact center software<\/span><\/a><span style=\"font-weight: 400;\"> solutions, and other tech tools are designed to improve customer service. So, they\u2019re only successful if they\u2019re reducing the number of customer interactions that need human input.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This is what we mean by deflection. As a figure, this is the number of queries handled by your bot without any human intervention. For example, if you decide to deploy a chatbot to answer FAQs, are customers getting the answers they need?<\/span><\/p>\n<p><span style=\"font-weight: 400;\">A chatbot should be able to answer FAQs much faster than a human adviser. If you still have a large number of these queries coming into the contact center, then the bot needs improvement. Mishandled queries can create more work for your human staff.\u00a0\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">It\u2019s important that your chatbot can respond to a variety of scenarios. There are always going to be complex issues or <\/span><span style=\"font-weight: 400;\">complaints that will need human input<\/span><span style=\"font-weight: 400;\">. The bot should be able to recognize when it cannot handle a query and transfer the customer directly to an adviser.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">If you\u2019re involved in contact center operations, then you know that a majority of queries fall into simple categories. This means they can be easily automated. Deflection numbers show you how successful this automation is from your customers\u2019 perspective.<\/span><\/p>\n<h3><span class=\"ez-toc-section\" id=\"4_Customer_Satisfaction_Scores\"><\/span><span style=\"font-weight: 400;\">4. Customer Satisfaction Scores<\/span><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Customer satisfaction is a metric that you would monitor for any service. It\u2019s as important to know your CSAT score for your bot as it is for your human advisers. In fact, comparing these two scores can provide useful insight into how your bot is performing.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">When CSAT is much higher for your customer service team than your bot, the bot is not performing to customer expectations. If satisfaction with the bot is significantly higher, then there are issues in your contact center.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">You should be looking for similar numbers on both of these scores. As long as the CSAT is acceptable, this means that both units are doing their job.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">So, how do you find out how satisfied customers are with your bot? The same way you would for your team. Get feedback from your customers. You can integrate questions about the bot into your current CSAT surveys.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">There\u2019s also a simple way to get real-time feedback on bot satisfaction. Include a message at the end of a customers\u2019 interaction with the bot, asking them to give a thumbs-up or down. For more granular information, you could ask for a rating out of five stars.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">A simple, one-click action to give feedback will boost <\/span><a href=\"https:\/\/www.infobase.com\/blog\/featured\/how-to-provide-honest-and-helpful-feedback-in-a-remote-setting\/\"><span style=\"font-weight: 400;\">feedback engagement rates<\/span><\/a><span style=\"font-weight: 400;\">. You won\u2019t get all the details, but you will be able to gauge how satisfaction changes in real-time.<\/span><\/p>\n<h3><span class=\"ez-toc-section\" id=\"5_Call_Center_Handling_Times\"><\/span><span style=\"font-weight: 400;\">5. Call Center Handling Times<\/span><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p><span style=\"font-weight: 400;\">As we mentioned above, one of the main uses of a chatbot is to help smooth workflow for your customer advisers. When you introduce a chatbot, you should see <a href=\"https:\/\/callhippo.com\/blog\/callcenter\/what-is-average-handle-time-how-to-reduce-it\">average call handling times<\/a> drop.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This is due to the nature of a chatbot. It can handle multiple queries at once and pull up information instantly. As long as the bot has access to the information it needs, it will handle FAQs and orders much faster than an agent.\u00a0<\/span><\/p>\n<p>The other sources for connecting with your clients are using <a href=\"https:\/\/justcall.io\/product\/auto-dialer\/\">auto dialers<\/a> for the customer support so that the customer care person can save time and give the maximum energy for converting the clients.<\/p>\n<p><span style=\"font-weight: 400;\">Look at your bot\u2019s handling times, too, to identify any areas where it struggles. You can monitor bot handling times automatically in the same way you do for your advisers. Looking at both figures should also show an overall drop if the bot is performing as needed.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-4220 size-full\" src=\"https:\/\/botsify.com\/blog\/wp-content\/uploads\/2022\/03\/unnamed-59.png\" alt=\"chatbot marketing\" width=\"512\" height=\"320\" srcset=\"https:\/\/botsify.com\/blog\/wp-content\/uploads\/2022\/03\/unnamed-59.png 512w, https:\/\/botsify.com\/blog\/wp-content\/uploads\/2022\/03\/unnamed-59-300x188.png 300w\" sizes=\"(max-width: 512px) 100vw, 512px\" \/><br \/>\n<\/span><\/p>\n<p><a href=\"https:\/\/pixabay.com\/vectors\/robot-technology-artificial-5702074\/\"><span style=\"font-weight: 400;\">Image Source<\/span><\/a><\/p>\n<h3><span class=\"ez-toc-section\" id=\"6_Conversion_Rates\"><\/span><span style=\"font-weight: 400;\">6. Conversion Rates<\/span><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p><a href=\"https:\/\/botsify.com\/blog\/omnichannel-customer-engagement-strategy\/\"><span style=\"font-weight: 400;\">Chatbot forms<\/span><\/a><span style=\"font-weight: 400;\"> are often deployed in social media marketing campaigns. These quick, questionnaire-style forms quickly gauge customer preferences. They can match offers to customers and are a very useful marketing tool. Both for online marketing in general and for more specific areas like website or <\/span><span style=\"font-weight: 400;\">mobile C<\/span><span style=\"font-weight: 400;\">V<\/span><span style=\"font-weight: 400;\">R<\/span><span style=\"font-weight: 400;\">.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Monitoring conversion rates is the best way to keep track of bot performance in this case. Many chatbot platforms will let you track users through to conversion. You can track how many conversions came through the bot and relate this to the success of your campaign.\u00a0<\/span><\/p>\n<h3><span class=\"ez-toc-section\" id=\"7_Lead_Generation_Figures\"><\/span><span style=\"font-weight: 400;\">7. Lead Generation Figures<\/span><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Using chatbots to engage customers and generate leads for your sales team is another common use. Tracking the number of leads generated shows how well your bot engages people.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Looking at lead generation figures alongside conversion rates can be especially valuable. With some further analysis of the data, you can see if the leads your bot generates are worthwhile.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Ecommerce stores, retailers, and wholesalers can make use of this. <\/span><a href=\"https:\/\/www.brightpearl.com\/sales-channel-strategy\/retail-vs-wholesale\"><span style=\"font-weight: 400;\">What is wholesale<\/span><\/a><span style=\"font-weight: 400;\">? It\u2019s the larger scale sale of goods to retailers for subsequent sale to consumers.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Ideally, it shouldn\u2019t be difficult to convert the leads that your bot generates. If your sales team consistently struggle to convert these prospects, the bot may be targeting the wrong audience.\u00a0<\/span><\/p>\n<h3><span class=\"ez-toc-section\" id=\"8_UnsubscribeCancellation_Rates\"><\/span><span style=\"font-weight: 400;\">8. Unsubscribe\/Cancellation Rates<\/span><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p><span style=\"font-weight: 400;\">This might not be the most obvious metric to measure. Knowing what marketing campaigns lead to higher customer retention can help you perfect your messaging. This also applies to your chatbots.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">When you use a chatbot for a marketing campaign, keep track of how many new users stay with your service. Take note of whether certain messages or campaigns lead to high cancellation rates. You may need to adjust the wording or pursue different opportunities.\u00a0<\/span><\/p>\n<h3><span class=\"ez-toc-section\" id=\"9_Development_Cost_vs_ROI\"><\/span><span style=\"font-weight: 400;\">9. Development Cost vs ROI<\/span><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p><span style=\"font-weight: 400;\">It\u2019s clear that you need to know what your bot is worth to your business. To do this, we need to look at bot costs against revenue, and account for any efficiency savings. This will be heavily dependent on how you source your bot and its intended use.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Developing a bot from scratch is the most expensive way to go about it but gives the highest level of customization. Third-party options are readily available for simple FAQ bots. <\/span><a href=\"https:\/\/botsify.com\/blog\/chatbot-self-service\/\"><span style=\"font-weight: 400;\">Managed chatbot options<\/span><\/a><span style=\"font-weight: 400;\"> are also available.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">AI-driven bots that can interpret text are the highest end of this market, like <\/span><a href=\"https:\/\/www.ibm.com\/products\/watson-assistant\/artificial-intelligence\"><span style=\"font-weight: 400;\">IBM\u2019s Watson Assistant<\/span><\/a><span style=\"font-weight: 400;\">.\u00a0<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"Wrap-Up_Friendly_AI\"><\/span><span style=\"font-weight: 400;\">Wrap-Up: Friendly AI<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Automated solutions are being embraced in customer service and sales. From <\/span><span style=\"font-weight: 400;\">auto-dialer software<\/span><span style=\"font-weight: 400;\"> to advanced AI, the technology just keeps improving.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Initial setup costs can be off-putting for some. The potential for increased sales and efficiency savings, though, mean early adopters will see the best returns.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Chatbot metrics are crucial when automating customer service. Customers appreciate a personal touch to feel valued, which is hard to achieve with automation. Preset options &hellip;<\/p>\n<p class=\"read-more\"> <a class=\"\" href=\"https:\/\/botsify.com\/blog\/chatbot-metrics-and-kpis\/\"> <span class=\"screen-reader-text\">9 key chatbot metrics and KPIs every business should keep track of<\/span> Read More \u00bb<\/a><\/p>\n","protected":false},"author":149,"featured_media":4225,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[73],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.9 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Key Chatbot Metrics And KPIs Every Business Should Keep Track<\/title>\n<meta name=\"description\" content=\"Track success with 9 key chatbot metrics and KPIs. Learn how to measure performance, improve customer experience, and optimize chatbot\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/botsify.com\/blog\/chatbot-metrics-and-kpis\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Key Chatbot Metrics And KPIs Every Business Should Keep Track\" \/>\n<meta property=\"og:description\" content=\"Track success with 9 key chatbot metrics and KPIs. 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