Idea ID: 2762304

Smart virtual agent - How many does Max help?

Status : Waiting for Votes
Waiting for Votes
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over 1 year ago

We are interested in finding out how many users Max "helps". If a user initiates a chat with the virtual agent, they may choose to create a support request, or chat to a live agent. In either case we can create a report based on the creation source of the request being "virtual agent". However, lets say Max actually manages to help the end user without the end user having to create a new request - how will we then know that this occurred? 

Other virtual agents or chat bots some times have a "Was this helpful" button, or something of the sort which a user can press to indicate if the virtual agent's feedback was in fact of help. Could this be an interesting feature? Alternatively, is there a way to get some statistics on how many users who initiate a chat with the virtual agent but who do not create a new request?

Thanks, 

- Elise 

Labels:

SMAX
  • The VA resource should present how much it has been succesfully used. A numeric parameter is important to the organization know how much the VA can help. 

  • I'm composing a team in Brazil to work with VA: we found the same needs to recover and report the informations in this post described.

  • Thank you for sharing your idea! It’s open for comments and kudos, and we’re looking forward to input from the community. Once there is enough community traction, it will be further reviewed by the product team.

  • Virtual Agent Reporting is now merged with the current idea on the screen.

    1) Intent success reporting

    One of the purposes of the VA is to reduce the number of Requests logged and physical agent interaction.

    So for example,  30 Requests are logged out of 30 interactions with the VA. Theoretically this is a bad statistic, because you would expect the VA's intent to be configured to resolve  the interaction by either providing an article or  through orchestration.

    Having the ability to report against the number of VA interactions vs. number of logged Requests will assist in determining the success and value of the configured intent 

    2) Abandoned chat reporting

    for example, 100 users interacted with the VA, 80 abandoned the chat because it was fruitless and did not solve their issue, which resulted in only the 20 being successful

    Having the ability to report against the quality of the intent and articles as well as the number of abandoned chats will assist in determining the success of the configured intent 

  • Thank you for sharing your idea! It’s open for comments and kudos, and we’re looking forward to input from the community. Once there is enough community traction, it will be further reviewed by the product team.