Chatbot Analytics in JennyStudio give you a thorough overview of conversations handled and transferred by your chatbot as well as a message-level analysis and customer feedback.
Analytics in JennyStudio give you insights into conversations with your chatbot under three levels of analysis.
Conversation Deflection Analytics
You can see a high-level overview of your chatbot performance by looking at how many unique conversations are completed by the chatbot and not transferred to a live agent.
Message Analytics
This gives you a more detailed overview of how conversations go with a chatbot. Here you find the number and percentage of answered and unanswered questions your chatbot was able to provide.
JennyStudio Analytics also presents you with those individual questions customers ask that it wasn't able to answer within the context of the actual conversation. It will also provide suggestions for answers you might want to pair the question with, or invite you to create a new question-answer pair if there is no probable match.
Customer Feedback
You can view the number of customers who have given feedback to the chatbot, as well as get an average score. Although customisable, we generally default to a 0-10 feedback model, based on the CSAT method.