A chatbot without KPIs is like a car without gas (or electricity!) - he won't take you anywhere. KPIs, or key performance indicators, are important metrics that show how well your chatbot is performing and whether it is achieving its goals. So it's high time to take a look at the 6 most important KPIs!
number of conversations
This is the number of conversations that the chatbot is having. A high number of conversations indicates that the chatbot helps many users and is an important resource in your customer communication. In the best case scenario, an AI chatbot should consistently have a high number of conversations, because on the basis of these conversations, the AI continues to develop, learns from users and can even suggest topics independently (see automation rate).
How can I increase the number of conversations?
To make users aware of the chatbot, it is worthwhile not to hide the chatbot on a subpage that is less visited, but to integrate it where users need and see it. A way to get on the chatbot The use of a chatbot teaser is to draw attention. The teaser in question communicates in an appealing way that and to what extent the chatbot can help.
We will look at this topic in more detail in our article”Chatbots on the website: Features & benefits“One.
A chatbot teaser can be individually configured for each subpage, greet the user in a context-appropriate manner and directly suggest topics that are frequently asked or addressed on this subpage.
automation rate
This is the percentage of queries that are automatically answered by the chatbot. A high automation rate or automation rate implies that the chatbot is able to answer most queries right away.
How can the automation rate be increased?
It's actually very simple: The more inquiries that can be answered, the higher the automation rate increases. It is therefore important to equip the chatbot with a wide variety of topics so that it can help users with more and more concerns.
By the way, new chatbot topics are independently suggested by the AI at moinAI. This works using the Dreaming AI Features. During dreaming, ununderstood requests (i.e. the requests that ensure that the automation rate does not increase) are clustered on topics, summarized and suggested to the chatbot owner. He can create the suggested topics so that the chatbot can answer questions about these topics in the future — and the automation rate increases.
Positive user reviews
This is the number of users who rate the conversations with the chatbot positively and give a “thumbs up”, or affirm that the answer has helped. A high number of positive reviews indicates that users like the chatbot and serves them satisfactorily.
How can the number of positive reviews be increased?
One approach to increasing positive reviews is to look at negative reviews and optimize them there first. But that doesn't exhaust all options; there is much more potential to improve chatbot answers:
- Don't provide users with general or meaningless information. The more specific the chatbot helps, the better. Here it is worthwhile to work with multiple choice questions in order to get to the core of the user's concern
- Provide users with appropriate links or infographics in the chatbot answers so that they can learn more when they need it
- Design answers creatively and multimedially. Nobody likes deserts of text, not even in a chatbot. The moinAI chatbot offers the option to integrate videos, images, gifs, card carousels, multiple choice buttons, etc.
- Use natural language and avoid sounding like a technical robot (but be careful: However, it should not appear that there is a human behind the chatbot, as this can lead to confusion and false expectations)
Negative user reviews
This is the number of users who rate their conversations with the chatbot negatively or click a “thumbs down.” A high number of negative reviews indicates that the answers that the chatbot plays out are either incorrect and must be optimized to answer the user's question in a helpful way.
How can negative reviews be reduced?
At this point in particular, it is worthwhile to go into depth and look at conversations that have been rated negatively. This helps to identify in detail what exactly went wrong. It is also important to find out whether a particular topic is repeatedly rated poorly. Here, the answer text should be reviewed and adjusted quickly. Although the cause of the problem for poorly rated answers depends on the context — in general, answers of this type rarely perform well:
- Very general information that does not help the user
- Texts that are too long. Reminder: Even a medium-length text can quickly look excessively long in a chat widget. It is simply not an email, but a chat message. (We all remember WhatsApp messages where you have to select “read more.” It rarely arouses the joy of reading). The motto: Keep it short and work with multimedia.
But chatbot answers to which these points do not apply can also be rated poorly. It is therefore always worth taking a look at the conversations.
With moinAI, conversations can be filtered for negative reviews in any period of time and viewed individually as needed:
Human takeover rate
This is the percentage of conversations where the chatbot is unable to answer the request and redirect users to a human employee. A high human takeover rate indicates that the chatbot has potential for optimization, is reaching its limits in terms of topic or does not provide satisfactory answers to some users, so they want to contact a service employee.
How can the human takeover rate be reduced?
To the Human Takeoverrate, it makes sense to review all the measures that have already been proposed above and implement appropriate changes. The calculation is simple: When users receive helpful answers from the chatbot, they are happy to give positive feedback and do not need any personal contact with a service employee.
It is important to remember that the human takeover rate should never or can never be 0, because emotional or very complex concerns in particular should be discussed with a person. It is therefore not bad if individual users prefer a human takeover.
Read more about this in our article “What can a chatbot do? What can't a chatbot do?”
Nevertheless, the human takeover rate should of course be kept as low as possible in order to relieve the service team and reduce the overall support volume. The moinAI customer Fressnapf shows how it works: With this chatbot, the human takeover rate is only 0.3%. What makes the Fressnapf chatbot so successful can be found in the Case study “AI chatbot for fast and excellent first-level support” read.
conversion rate
This is the percentage of users who perform a specific action in chat, such as clicking a link or filling out a form. A high conversion rate shows that your chatbot is effective and is driving users to achieve goals you set.
By the way, moinAI allows you to set for each individual chatbot response whether a conversion goal or a rating should be tracked. This works according to a simple principle:
Informative request + information = user rating to be measured. In other words, was the information helpful to users?
Transactional request + information = user conversion to be measured. In other words, have users carried out a transaction, e.g. clicked on a link?
How can you increase the conversion rate in chat?
- Be clear and concise: Make sure the chatbot communicates clearly and precisely so the user knows what is expected of them and what options they have.
- Make it simple: Try to make the conversation as easy as possible by not asking users too many questions or referring them to too many pages.
- Provide value: Make sure the user has a good reason to click on the link or take the desired action. Offer him real added value, such as a special price, exclusive content or important further information.
- Test and optimize: Test different approaches and see what works best. Measure the conversion rate and analyze what could have been the reason if it wasn't as high as expected.
- Use images and videos: Visualizations can help users better imagine what they get when they click on the link or take the desired action.
conclusion
So if you have or still want to implement a chatbot, remember to keep an eye on your chatbot KPIs so you know whether your chatbot is the next big step in the evolution of human communication or is more like a tired speech bubble GIF on your website ;-)
Keep your chatbot in top shape by tracking key metrics and making improvements as needed. In most cases, this doesn't take long and is not complicated. It is often just small adjustments or so-called “low hanging fruits” that can make a big difference.
By the way: If you want to use moinAI's AI chatbot, it's good if you know the KPIs and the associated optimization options, but every moinAI customer is assigned an expert and permanent customer success manager who is available with advice and assistance and proactively communicates optimization potential or suggestions for improvement — in order to get the most out of the AI chatbot together with you.
