Every customer service bot, whether a chatbot or voicebot, should have performance indicators, or KPIs (Key Performance Indicators), to measure its effectiveness.

These metrics are essential to determine whether your customer service robot is delivering on its promises, identify potential issues compromising its quality, and highlight areas for improvement.

According to the study “Navigating the Post-Pandemic Customer Experience,” one in four consumers has already used chatbots for customer service in banks, stores, or e-commerce.

Of these, 69% reported an excellent or very good experience. This shows that, indeed, customer service bots are here to stay.

 

What is a bot?

 

A bot is a shortened form of the English word robot, which means robot in Portuguese.

Bots can be understood as programs, software, or computer applications designed to perform specific and repetitive tasks online in an automated way.

Bots operate independently, meaning they do not require human supervision once configured.

These bots use technologies like Artificial Intelligence (AI) and Computational Linguistics to simulate human behavior but execute tasks much faster.

Bots can be integrated into platforms like WhatsApp, Facebook Messenger, Twitter, Telegram, Teams, and others.

 

Why measure your bot’s performance?

 

Your bot’s KPIs should be defined even before development begins. These metrics are fundamental to the bot’s continuous improvement in delivering high-quality customer service.

A customer service bot is a technology in evolution, so analyzing its performance must be a continuous task. Delving into its performance indicators is also essential to debunk patterns or “certainties” that are often based on assumptions.

Additionally, every company can have its unique KPIs. Some are common across most organizations, but nothing prevents you from creating custom metrics tailored to your business model.

 

10 Performance Indicators to Evaluate

 

Discover the top performance indicators to evaluate your customer service bot and enhance its effectiveness!

 

1. Precision

 

Precision measures the bot’s ability to understand a question expressed differently but with the same meaning. For example: “I want my invoice,” “I didn’t receive my invoice,” or “I lost my invoice, it was misplaced.” This indicator assesses the level of Artificial Intelligence integrated into the customer service robot.

 

2. Objectivity

 

This metric examines how many messages, on average, your customers exchange with your bot to get what they need. It helps identify interaction steps that can be removed or added. If your bot is a conversational robot, the calculation differs.

 

3. Acceptance

 

Perhaps your website receives many daily visits, but not all visitors engage with your customer service bot. This may indicate that your chatbot is not attracting users’ attention. You can compare your website traffic to the number of conversations initiated with your bot.

 

4. Reusage

 

When a user returns to use your bot, it means they had a good experience and remembered your service. Keeping reusage rates high is positive. However, if a customer repeatedly interacts with your bot excessively, it may indicate unresolved queries or issues. Keep an eye on this.

 

5. Retention

 

As mentioned earlier, bots are evolving technologies. In the beginning, errors and difficulties are normal. Retention measures all instances where your bot successfully completes an interaction, following an efficient conversational flow.

 

6. NoMatch

 

This metric gauges the bot’s difficulty in understanding customer questions or messages. A high NoMatch rate means the bot’s knowledge base needs optimization by adding questions asked by users but left unanswered. When this occurs, the bot may simply escalate the interaction to a human agent.

 

7. Session Time

 

Average session time is a critical metric but must be analyzed carefully. A short session time may indicate the customer abandoned the interaction, especially if it lasts only a few seconds, which could point to rejection. On the other hand, a long session time may indicate a smooth interaction or that the user persisted without resolving their issue.

 

8. Responsiveness

 

Customers are increasingly demanding and impatient, seeking efficient service. This metric is crucial to know if your bot is quick to respond. To measure it, you can send a message to your chatbot yourself and assess how long it takes to reply.

 

9. Conversion

 

In institutional campaigns, the ultimate goal is conversion—sales. Evaluating this metric determines the success of your customer service bot. To improve this rate, create mental triggers and CTAs (calls to action) that encourage customers to take a specific action.

 

10. Satisfaction

 

NPS (Net Promoter Score) is commonly used to measure customer satisfaction. For your bot, it reveals the user’s experience. The question you can ask is: “On a scale of 0 to 10, how likely are you to recommend us to a friend or family member?” Scores of 9-10 are promoters, 7-8 are neutral, and below 7 are detractors.

 

By defining and assessing these 10 performance indicators, you can ensure your customer service bot is constantly evolving—a robot that learns and is well-received by your customers, enhancing your company’s image.

 

We hope you enjoyed it. See you soon!

 

Also read: Do Your Customers Like Your Voicebot? Learn How to Optimize It