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Tagged: Metrics

Every guide tagged "Metrics", newest first.

Checklist of six chatbot KPIs a small store should review weekly, from answered without a person to assisted sales
Support operations
132 views

Most AI chatbot KPI lists are written for contact centres with twenty agents. A small store needs six numbers: answered without a person, the unanswered-question list, handover wait, ratings on answered conversations, repeat contacts and assisted sales. This guide defines each one, says where to read it, how often to look, and which vanity metrics to leave out of the report entirely.

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Bar comparison of three chatbot deflection definitions showing how the same conversations produce very different rates
Support operations
123 views

Chatbot deflection rate is the share of conversations that end without a person, and it is the easiest support metric to fool yourself with. A customer who gave up counts the same as a customer who got an answer. This guide covers the three definitions vendors use, how to measure the honest version, why published benchmarks are other people's stores, and what to change when the number moves.

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Store chat widget answering a product-page doubt about backpack size and suggesting the smaller model with price and stock
Ecommerce support
1,159 views

Engagement on a store is not chat volume; it is a shopper getting a correct answer at the moment of doubt. This guide covers the four moments where a chatbot changes behaviour (product-page doubt, pre-checkout shipping and returns, post-purchase order status, off-hours), the widget settings that help, the mistakes that push shoppers away, and six metrics with a four-week plan to measure them.

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