Managing best practices
Once you have a chatbot released, it is imperative to manage and maintain its performance, as well as monitoring for improvements. The following best practices apply to the ongoing management of chatbots postproduction.
Reviewing analytics for continuous improvements
Once you launch a chatbot, you should be monitoring its performance closely. This way, you can determine whether it is meeting your performance indicators and success metrics. Through continuous monitoring, you can identify and act upon opportunities for improvement.
The chatbot analytics tell a good story. We can start from the Summary dashboard, which presents information around sessions, engagement, escalation, resolution and abandon rates, CSAT, as well as outcomes over time. This is presented in the following screenshot:
Figure 11.2 – Summary dashboard
A newer addition to the analytics is the ability to analyze topic triggers, with details on Overlap...
