Chatbots and virtual assistants are playing an increasingly important role in customer service today, representing a popular option to field queries and solve issues.
For organisations, this can lead to a variety of benefits, including higher CSAT ratings and a reduction in customer wait times.
But with so few metrics, how can you directly measure the effectiveness of your chatbot?
This inforgraphic from IFS-mplsystems shares some handy tips.
[Click to enlarge]
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Neil Davey was previously the editor of MyCustomer from 2007 until May 2023. An experienced business journalist and editor, Neil has worked on a variety of newspapers, magazines and websites over the past 20 years, including Internet Works, CXO magazine and Business Management.
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