Sustaining Success
Last updated
Last updated
@ 2024 Mampu AI
Congratulations on successfully launching your first chatbot! With your virtual assistant now live and assisting your customers, it's essential to ensure its ongoing success. Let's explore how you can effectively monitor and enhance your chatbot's performance.
With customers engaging with your chatbot, you can keep track of their interactions in real-time using the dashboard. Regardless of the channel, you can view and manage conversations directly from the Live Chat section within the Mampu AI platform.
When you access this section, all customer chats are consolidated in one view:
Left Panel: This area displays the list of customer conversations. You can filter chats based on specific criteria.
Center Panel: Here, you can respond to customer queries in real time. Additionally, you can send emails, voice messages, pre-configured workflows, and more.
Right Panel: This section provides detailed customer information. Depending on the communication channel, data may vary but often includes key details like interaction history, gender, and other custom fields. For example, if a customer reaches out via a WhatsApp channel, you can access relevant data collected through custom fields to offer a personalized experience at scale.
While real-time monitoring offers immediate insights, analyzing your chatbot's overall performance provides a broader perspective. To keep track of your chatbot’s key performance indicators (KPIs), navigate to the Analytics section from the main menu.
The Analytics dashboard allows you to review all interactions your chatbot and support team have handled. Here are some of the metrics you can track:
Customer Conversations: Gain insights into the volume and quality of conversations.
Chatbot Effectiveness: Evaluate how well your chatbot is addressing customer inquiries.
If you have a team of live agents, you can also access detailed analytics specific to their performance.
This includes:
Response times
Interaction quality
Task completion rates
