AI Chatbot Analytics: What to Measure and Why

You can't improve what you don't measure.

The Metrics Hierarchy

Tier 1: Business Metrics

• Revenue impact (conversions, upsells)
• Cost savings (tickets deflected)
• Customer satisfaction (CSAT, NPS)

Tier 2: Engagement Metrics

• Total conversations
• Messages per conversation
• Conversation completion rate
• Escalation rate

Tier 3: Operational Metrics

• Response latency
• Error rate
• Knowledge base coverage

Key Metrics Deep Dive

Containment Rate

Conversations resolved without human escalation.

**Target**: 60-80%

Response Accuracy

Percentage of factually correct, relevant responses.

**Target**: 95%+

User Satisfaction

Direct user ratings of conversation quality.

**Target**: 4.0+ (5-point scale)

Setting Up Analytics

What to Capture

Per conversation: Session ID, timestamps, all messages, ratings, escalations

Weekly Review Process

1. Check key metrics

2. Review failed conversations

3. Identify knowledge gaps

4. Update content

5. Celebrate wins

Red Flags

• Declining completion rate
• Increasing escalation rate
• Same questions repeatedly failing

Data without action is just storage.

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