Bot Analytics: Monitoring Bot conversations

With the new Plumb5 v6 version which is integrated with bot framework and learning models, marketers can track and monitor bot conversations and readily address queries which the bot missed out.

Bot analytics allow marketers to fine tune bot conversation and learning and ensure the bot knows all the answers to every customer query, pertinent to your business. With this, marketers can ensure that their customers are instantly attended to every query and improve customer interactions with the brand.

The inbuilt text analyzer extracts keywords from past conversations to create a conversational map, which is used to build context in subsequent conversations. For instance, if a question is not answered or the customer posted a specific comment like ” I like shirt in red checks’, the tool extracts keywords and tags it to the user profile. These key tags are used based on relevance, whenever the customer is engaged in a conversation with the bot.

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Screenshot with Bot Transcripts

Bot Analytics covers a range of metrics covering users, sessions, engagement, sentiment, purchase effectiveness along with performance analytics like how many customers used the bot service, the total number of queries answered and need to be addressed and an attribution report to understand the effectiveness of bot within a conversion path

Using these insights, marketers can plan the next campaign cycle and increase conversion rates over every campaign

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