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]
About Neil Davey
Neil Davey is the managing editor of MyCustomer. An experienced business journalist and editor, Neil has worked on a variety of newspapers, magazines and websites over the past 15 years, including Internet Works, CXO magazine and Business Management. He joined Sift Media in 2007.