We recently started using the bot in our support portal and I feel like the "Insights" doesn't really give enough information to understand how the bot is working with our customers.
I would suggest a 'history'
feature, where agents can analyze all conversations that the bot has, would be a beneficial addition. I would imagine there would be a lot of useful information in there to analyze and update our portal / solution articles based on it.
Some examples off the top of my head:
- Reoccurring questions for 'what is the helpdesk number'
- This would perhaps point to us not communicating properly to our
clients, or a UI change to a program we have negatively effects our
helpdesk.
- This would perhaps point to us not communicating properly to our
clients, or a UI change to a program we have negatively effects our
helpdesk.
- Reoccurring questions about a issue with an app or program
- As helpdesk agents we could pass along the information to our infra team to actively work on. Sometimes tickets are always generated and we can proactively work on something.
The current "Insights" works well for showing value of the bot;
resolving issues without agents and giving them time back to them. It
would be a huge benefit for the more technical to have average chat
times with bot, articles linked by bot,
questions asked to bot, etc.
If available and used properly it would result in a better user experience and adoption with the bot.
Regards
Cheers!