Hawk-eye view of critical metrics
to understand the user behavior and IVA performance
Get a 360-degree view of all the critical metrics like intent identification rate, returning users data, goal completion rate, and more, and easy drill down to specific dashboards. It helps leaders to glance at the key metrics quickly.
Make data-driven decisions
by analyzing usage and containment metrics
Conversations Dashboard presents sessions, containment, and engagement trends, with the breakup of self-service, drop-off, and agent sessions. Further, you can see session distribution by channel, most active hours, conversation path and engagement analysis, and data on conversation and message trends.
This dashboard provides invaluable insights into how your customer interacts with the virtual assistant.
Key conversation metrics for you to track
Track the total number of conversations between the virtual assistant and a user in a specific period.
Check the virtual assistant’s efficiency in resolving user queries – it includes sessions where a user successfully completes an interaction.
Track conversation sessions where the user has abandoned mid-way, the conversation ended with an error or there is no response from the assistant.
Check out the total conversation sessions the live agent handles. It happens when the conversation reaches to Agent-Transfer node.
Assess user behavior
by tracking the user interaction data
The Users Dashboard displays the count of users interacting with the virtual assistants. You will see a breakup of new and returning users that helps you assess user trends and retention status.
The user data is invaluable as you can identify the user trends, active and inactive users, new and returning users over a specific period and more.
Metrics that lets you better analyze user data
Have a clear vision of how many users interact with your virtual assistant. Track and compare total, new, and returning users for a given period.
Track the users who have repeated interactions with the virtual assistant. It displays the information based on the channel or browser of communication.
Monitor new users and the percentage of returning users weekly for consecutive days and determine the retention rate. The data visualization chart displays the Day N retention of daily, weekly, or monthly cohorts.
Deliver extraordinary experiences
by monitoring the IVA performance and executing changes
Performance Dashboard provides insights about virtual assistants’ performance, focusing on intent identification rate, goal completion rate, API and script execution rate.
It will help the VA designer to take necessary measures to enhance the assistant’s performance further.
Track the virtual assistant’s performance
Analyze the VA’s intent identification capabilities. Track intent identification trend, popular intents identified and utterances unidentified.
Assess the task execution rate of the virtual assistant. Gain insights into the task completion—track failure point analysis at each node.
The dashboard provides insights into the total number of API calls that the virtual assistant executed successfully.
It shows all the successful, failed, and the total number of scripts executed and the average execution time.
Track business-specific metrics
by building custom dashboards
In addition to the default, the platform lets you build custom dashboards. It enables you to monitor the business-specific KPIs.
Build dashboards using built-in metrics and custom KPIs based on user demographic or context information. Configure widgets to track messages, analytics or session datasets and add them to the dashboard.
Build Dashboards that Lead to Better Decisions
Build one or more custom interactive dashboards by applying the date range and adding widgets to display the configured data. You can also export the dashboard in JSON format.
Add one or more widgets to retrieve and represent information associated with the set of predefined datasets. Configure query definition to specify what information should be retrieved and represented on a Widget.
Add Custom Meta Tags to the conversation flows; profile the user conversations and derive business-critical insights from the usage and execution metrics.
Gain in-depth insights
into the NLP and optimize the training
Learn how virtual assistants respond to end user queries. Get greater visibility into the performance – see the intents identified, intents not unidentified, unhandled utterances and failed tasks. Mark critical items and view them in the Pinned tab.
Further, you can view all the scripts and API services across the VA tasks from a single window. Review and enhance the performance by taking corrective actions.
Key metrics that matter
Get information about all the user utterances successfully mapped to a trained intent, including the dialog tasks triggered by KG intents.
Intent Not Found
Contain all the user utterances that the platform could not map to a virtual assistant intent/FAQ.
Analyze all the user utterances that are successfully mapped to intent, but the task is incomplete.
Presents the unhandled utterances at entity and confirmation nodes for you to review and improve the prompts and also identify new intents.
Track all the custom statements that you have added at the script node.
Analyze every interaction
by tracking the summary and chat history
The conversations history dashboard offers a consolidated view of all the virtual assistant conversations, a detailed flow summary and critical events, including intent identification, completed and failed tasks, flow errors and more.
You can further view the conversation flows and transcript. The analysis helps you to understand better what, why and how end users are interacting with your virtual assistant.
More power to analysts to review and enhance the performance
View the interaction summary with various events triggered during the conversation.
View the entire chat history and navigate to other conversations of the user.
Add labels to identify the conversations that need follow-up for NLP updates, flow corrections, etc.
Trace user journey
with an interactive visual representation
Map popular user paths and exit points with the Kore.ai XO platform’s powerful session flow visualization tool. It gives you a comprehensive view of messages and tasks at a specific point in a conversation. You can even drill down to a particular user to view complete chat transcripts and debug context.
It provides the following flows –
- Intent flow – Understand how virtual assistant’s intents are identified and executed
- Session flow – View user journeys across the different intents during execution
Transform Conversational User Experience by Analyzing Customer Journey
Every flow starts with an utterance from the user that initiated the conversation and expands to show further interactions. These utterances are grouped based on similarity ignoring the stop words and values for entities.
Nodes are the individual points plotted on the conversation flow across various levels. Only the nodes that need input from the user are plotted on the graph.
Chat History can be seen on clicking the utterance from the User Utterance window for either input (percentage) or response information.