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5 KPIs to measure your chatbot’s performance

Cartoon with a clipboard with a piece of paper saying KPIs. Use metrics to help monitor your chatbot's success.

The fun part was creating your chatbot’s persona and writing the content. Now it’s time to measure how well your chatbot is performing. For big organisations with call centres a great metric is the drop in calls the call centre receives that can be handled by a chatbot. For smaller businesses, you need to rely on analytics to measure your chatbot’s performance.

5 metrics to measure success

For smaller organisations the following are 5 KPIs (Key Performance Indicators) can help you assess your chatbot’s performance. The good news is that all of this information should be available in your chatbot software’s analytics dashboard.

  1. Response time: how long it takes for the chatbot to respond to a user’s query. It’s important to keep response times low to ensure a positive user experience.
  2. Completion rate: tracks the percentage of conversations that the chatbot successfully completed without needing to escalate to a human agent. A high completion rate indicates that the chatbot is effectively answering user queries and resolving their issues.
  3. User satisfaction: this measures user satisfaction with the chatbot’s performance, typically through post-chat surveys or ratings. It’s important to monitor this metric to ensure that users are happy with the chatbot’s responses and overall experience.
  4. Escalation rate: you can track the percentage of conversations that the chatbot was unable to resolve and had to escalate to a human agent. A high escalation rate can indicate issues with the chatbot’s capabilities or design.
  5. Conversation length: This measures the length of time it takes for a user to complete a conversation with the chatbot. Shorter conversations are typically better, as they indicate that the chatbot is able to quickly and efficiently resolve user queries.

Measuring answered rates

It’s also a good idea to measure the percentage of answered and unanswered user queries. A chatbot is never going to be able to answer 100% of user queries, but and answer rate of over 80% is a great goal.

If you need help working on your chatbot’s metric, contact us to see how we can help you improve your chatbot’s performance.

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