A conversion rate measures the proportion of eligible users or interactions that produce a desired business action. For conversational AI, it connects user activity to outcomes such as completed sales or bookings. section 3.3.1
A useful conversion metric turns a broad goal into an observable result. Rather than asking whether a chatbot is helpful, measure whether it completes the intended action without unnecessary human intervention. section 3.3.1
Completed chatbot checkouts
For an online-sales chatbot, track the percentage of checkouts completed without human intervention. A target of 75% automated checkouts can be evaluated alongside reduced service inquiries and cost savings. section 3.3.1
Table 3.4 Sample metrics derived from business goals in various industries
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Business goal
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Resulting metrics
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Bot type
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|---|---|---|
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Increase online sales, and reduce customer service costs.
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Percentage of checkouts completed by the chatbot without human intervention: Achieving 75% of automated checkouts, leading to a reduction of 100,000 customer service inquiries per day, resulting in a daily cost savings of $500,000.
|
Question answering
|
|
Improve customer support efficiency, and minimize service disruptions.
|
Percentage of inquiries successfully routed to the appropriate department or specialist: 90% of inquiries directed to the relevant support team without the need for manual intervention, leading to a decrease of 40,000 support tickets per day, resulting in a daily cost savings of $700,000.
|
Routing agent
|
|
Enhance booking experience, and decrease support costs.
|
Percentage of automated booking confirmations without agent intervention: Achieving 70% of automated booking confirmations, reducing 80,000 support inquiries per day, resulting in a daily cost savings of $640,000.
|
Process- oriented
|
|
Improve patient engagement, and optimize appointment scheduling.
|
Percentage of appointments scheduled autonomously by the virtual assistant: 90% of appointments are booked autonomously, reducing 30,000 manual scheduling tasks per day, resulting in a daily cost savings of $700,000.
|
Process- oriented
|
Use the metric examples to compare conversion with routing and booking outcomes, and to connect each measure with a business goal. section 3.3.1
