topic AI chatbot reporting in Dashboards & Reporting

AI chatbot reporting

BLaRosa — Wed, 05 Jun 2024 03:24:40 GMT

I'd like to understand how our AI chatbot is functioning. How often does it get used, a measure of quality of response etc.

I cannt find this in reporting but I may not be looking in the right place.

Any ideas how I would go about this?

Re: AI chatbot reporting

karstenkoehler — Wed, 05 Jun 2024 04:22:55 GMT

Hi @BLaRosa,

To get a better feeling of how the conversations go, I'd recommend checking directly in the help desk / conversations inbox. https://knowledge.hubspot.com/help-desk/overview-of-the-help-desk-workspace

This will be the best way to get an understanding of conversation quality and how well the AI chatbot does at responding to queries of your website visitors - reviewing individual conversations.

Beyond that, there are some default reports in the report library for chats (mostly revolving around quantitative measures like volume). Also, in the custom report builder, you can create your own custom reports using conversations as a data source: https://knowledge.hubspot.com/reports/create-reports-with-the-custom-report-builder - this will however mostly focus on the properties of those conversations, not their content.

HubSpot does not have a dedicated feature to analyze the content and quality of AI conversations at the moment, as far as I know.

Hope this helps!

Re: AI chatbot reporting

Lucila-Andimol — Wed, 05 Jun 2024 11:05:43 GMT

Hey @BLaRosa

you have some standard reports you can see

by filtering this

You specially find them in the Service section as AI chatbots are for Service hub starter and up.

There you can see the AI chatbot in comparison to regular "human" users.

If you want to measure satisfaction or quality of response

I'd suggest having a survey at the end of the chat. The result of that you 'd see it in the Survey's section in HubSPot.

Hope this helps