AI Answers for Front Chat metrics glossary

Overview

AI Answers metrics are available in the Chatbots report. These metrics help you understand how AI Answers performs in your Front chatbot and how effectively it resolves visitor inquiries.

Definitions

Metric	Definition
AI participation rate (%)	Count of chatbot conversations where AI provided an answer over the count of all chatbot conversations that were initiated.
Reached AI Answers step	Count of chatbot conversations where a chat visitor reached an AI Answers step.
AI answer rate (%)	Count of chatbot conversations where AI provided an answer over the count of all chatbot conversations where the chat visitor reached an “AI Answers” step. If your AI answer rate is low, this signals to you that you should investigate common topics / questions that AI is not providing answers to, and potentially add resources on these topics to your knowledge source to improve deflection.
AI answers	Count of chatbot conversations that reached an “AI Answers” step and AI provided an answer.
AI success rate (%)	Count of chatbot conversations where the chat visitor indicated the AI Answer provided was helpful over the count of chatbot conversations where chat visitor gave feedback on the AI Answer provided.
AI resolution rate (%)	Count of chatbot conversations where the chat visitor either indicated the AI Answer provided was helpful or dropped from the chatbot flow after AI provided an answer over the count of chatbot conversations where AI provided an answer (regardless if chat visitor completed the chatbot flow).
AI resolutions	Count of chatbot conversations where the chat visitor either indicated the AI Answer provided was helpful or dropped from the chatbot flow after AI provided an answer.