This report allows you to view your AI Shopping Assistant main indicators.
AI Shopping Assistant indicators
This view is aggregated if you have several bots. It can be filtered to view results by bot.
| Indicators | Definitions |
| Turnover | Total revenue generated by conversations to which Assistant has contributed.
- The turnover of fully automated conversations, where only the Assistant interacted with the visitor, - The turnover of partially automated conversations, where the Assistant contributed to part of the exchanges with the visitor. |
| Conversion rate | Conversion rate of conversations in which Assistant was involved.
Two percentages are calculated : - The conversion rate for fully automated conversations, where only the Assistant interacted with the visitor, - The conversion rate for partially automated conversations, where the Assistant contributed to part of the exchanges with the visitor. |
| Customer satisfaction (CSAT) | Percentage of customers satisfied by conversations in which Assistant was involved.
- The CSAT of fully automated conversations, where only the Assistant interacted with the visitor, - The CSAT of partially automated conversations, where the Assistant contributed to part of the exchanges with the visitor. |
| Involvement in conversations | Percentage and number of conversations including at least one response from the Assistant |
| Answer rate | Percentage of conversations where the Assistant was unable to provide an answer at least once. In gray: total conversations handled by your Assistant In purple: number of conversations where your Assistant successfully answered all questions asked by your visitors
The Assistant's ability to respond measures the percentage of conversations that answered all of the customer's questions. It also measures the proportion of conversations that did not provide an answer to the customer. |
| Customers feedbacks on responses | Percentage of messages generated by the Assistant that have received positive or negative feedback from customers.
During the conversation, customers can assign a satisfaction score to the answers provided by the Assistant. This will be used to calculate the percentages of positive and negative feedback. |
| Human escalation rate | Percentage of conversations with the Assistant which performed a transfer.
The calculation of this percentage does not distinguish between failed and successful transfers. |
No Answer conversations
| Details of the reasons for no answer conversations in order to analyze the end-user experience and understand how to improve the Assistant's ability to respond. |
Product discovery
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Three elements deserve special attention :
- Responses that received negative evaluations: visitors can evaluate each response given by the Assistant (distinct from the satisfaction survey that only occurs at the end of a conversation). We advise you to review them carefully to ensure the AI is functioning as expected and to prevent any incorrect responses.
- Unanswered questions are those the AI couldn't answer. We advise you to analyze these situations in detail to determine if you need to provide more information to your Assistant.
Product discovery allows you to analyze the performance of the Assistant's suggestions. As a result, you will be able to spot the most suggested products and analyze its behavior.
Copilot for Agents indicators
| Indicators | Definitions |
| AI Assisted Conversations | Percentage and number of conversations in which an agent used Copilot for Agents to respond to the visitor. |
| Customer satisfaction (CSAT) | Satisfaction rate of conversations in which the agent used the Copilot for Agents feature. |
| Conversation rate | Conversion rate of conversations for which an agent has used the Copilot for Agents functionality and which have led to a transaction. |