The UI of Chatbots: Part 6 Success Metrics

Success metrics

How would you measure success? Measuring the performance of the chatbot is important both for optimising the user experience and ensuring business value.

Below are some key performance indicators (KPIs) for evaluating chatbot success.

User engagement metrics

• Conversation volume: Total number of user interactions
• Active users: Daily, weekly, and monthly active users
• Session duration: Average length of user conversations
• Retention rate: Percentage of users returning for multiple interactions

Effectiveness metrics

• Resolution rate: Percentage of queries successfully resolved without human intervention
• Containment rate: Percentage of conversations completed within the chatbot without escalation
• First response time: Average time to initial chatbot response
• Goal completion rate: Percentage of conversations achieving intended outcomes

User experience metrics

• Customer Satisfaction Score (CSAT): Post-conversation satisfaction ratings
• User error rate: Frequency of user reformulation of queries
• Fallback rate: Percentage of times chatbot fails to understand user intent
• Conversation steps: Average number of interactions needed to resolve queries

Business impact metrics

• Cost per Conversation: Total operational cost divided by number of conversations
• ROI: Cost savings from automated responses versus human agents
• Lead generation: Number of qualified leads generated through chatbot interactions
• Conversion rate: Percentage of conversations resulting in desired actions

See also

Part 7: Conclusion

Part 5: Implementation considerations

Using Generative AI in Technical Writing