It is not uncommon for what seems satisfactory and effective

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To one person to not be valued by another. For this reason, when  setting goals  for a team, it is very important to have an  objective and quantitative definition of what success is . It’s not enough to say that the objective is to increase business sales, for example. For the goal to be effective and engage people, it is necessary to express something like “increase sales of a certain product by 30%”. This way, even if there is no consensus on what constitutes Country Email List good work, it is clear to everyone involved what result they should aim for . And for the team to know if it is going in the right direction, it is important to regularly monitor the metrics linked to the projected objective. The same goes for chatbots, as it is only possible to know whether they are achieving the proposed objectives if the efficiency of the software is precisely and quantitatively verified, through reliable data that can be collected and processed by analytics tools for bots, that is,  applications specialized in monitoring their performance  . Setting goals for chatbots to see the true value of a chatbot, it is necessary, first of all, to define what its objectives are and based on which performance indicator they will be evaluated.

Here are some examples: if the idea is to inform a real estate agency's audience about available opportunities, the number of property links sent can be a good metric; if the objective is to automate the scheduling of appointments in a dental office, the percentage of appointments booked by the chatbot in relation to the total is a very clear indicator of the success of the strategy. However, it is important to highlight that information is only useful if it is actually used. Therefore, in addition to seeing the performance of bots, it is important to understand  why they are succeeding or failing  in their objectives and what can be done to improve these results — and to visualize these causes, it may be interesting to monitor more metrics. The failure of a chatbot that is unable to make reservations for customers at the cinema may be directly related to the type of  speech used by the tool . This can be seen by monitoring a metric that measures how many times users typed something to the effect of “I didn’t understand”. Likewise, it is possible to enhance something that is working with the  use of collected data . If a chatbot that sells chinese food is more successful in an offer, it may be that the language used is the most appropriate to communicate with the brand's audience at other times as well.



Therefore, trying to repeat this format in other offers is something that can maximize the restaurant's sales. Defining bot kpis analytics tools can collect all types of data generated by the chatbot's interactions with your audience, but not all of this information will be truly interesting to improve the product. On the other hand, it is also not smart to collect so-called “vanity metrics”, which can express success and be used to promote the chatbot itself, but do not reveal the reasons why it was achieved. Therefore, to have a chatbot improvement strategy, it is very important to define a series of  coherent metrics, which can provide reliable data  on the product's performance and inspiration for improvements. Some of these key performance indicators (kpis, acronym for  key performance indicators ) are common in almost all chatbots, such as the number of active users per month, messages sent and received, bounce rate and others. However, each chatbot is created to fulfill a  unique purpose , and the metrics related to it must be linked to this context. Therefore, those who provide technical support for a company's electronics will certainly have different key performance indicators than those used by a bot that sells construction materials at retail.