1. 6 CHATBOT METRICS
to Track for Better User Experience

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40% of consumers do not care whether a
chatbot or a real human helps them, as long
as they are getting the help they need.
- HubSpot, 2017
What is a Chatbot?
A chatbot is a service, powered by rules and sometimes artificial intelligence, that
you interact with via a chat interface. The service could be any number of things,
ranging from functional to fun, and it could live in any major chat product
(Facebook Messenger, Slack, Telegram, Text Messages, etc.).

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How many people have reached and interacted with your
bot? The greater the number, the better the performance
of your chatbot. 500 Interaction every two days is quite a
good number instead of 1000 per month
Number of Users
Interaction
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How much time does the user spent on interacting with
your bot. Depending on industry, your average session
duration is also an indicator of how well optimized your
bot is. Remember, the bots that are designed to tell brand
story will differ from those developed to answer close-
ended questions.
Session Duration with
Chatbot
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Relatively less important metric, but somehow lets you
know about the bot performance. Clicks are considered a
positive sign from consumers, but if the sales and service
process is meant to be accomplished solely through
Chabot, high CTRs can indicate a danger sign.
Click-Through
Rate
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Active users and engaged users are completely opposite
as active users only read the message sent by bot. While
engaged users will interact with bot and put few questions
in front of bot. Keeping track of engaged users will help
you make informed decisions about what customers are
looking for
Active and Engaged
Users
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Analyzing chatbots requires deep analysis of what
questions a user might ask. For instance, if the chatbot is
unable to understand the question, it would reply with an
answer like “Please try another question”. Find out how
frequently the bot has to face similar situation and come
up with the solution to avoid in the future.
The Confusion
Triggers
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Tracking the steps of conversation also help you optimize
your bot optimally. No matter, how long or short the
conversation is, as long as the rate of termination is high,
you need to optimize your bot accordingly.
Steps of
Conversion
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Want to Learn More?
While we’ve covered the chatbot metrics in brief, still if you aspire to read about them in
details, please visit “TechTalk”, where we’ve covered the subject in details. OR just click
on the link below and read the relevant post!
6 Chatbot Metrics to Track for Better User Experience

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