Whether it’s your first time using AI within Intercom or you’re a seasoned veteran, pinpointing exactly what your AI needs can be a challenge (and probably the reason you’re here).
The solution to your state of quandary is AI’s analytics and reporting.
From details involving accuracy ratings to specific inquiries, deflection rates, any gaps in training, these reports have everything you need.
Why do AI analytics and reporting matter? They lead to great insights.
AI analytics and reports essentially tell you how well your AI is hitting its targets.
But the real magic happens with the insights that are obtained from this data.
Insights are the things that explain why something is happening. For example, a high number of closed chats might seem positive, until you find out that customers are closing these chats due to frustration. The insight could be that the AI is missing valuable information.
A good insight explains why certain numbers appear the way they do, which helps you get the bigger picture. eesel AI gives you these metrics, which you can use to get some great insights:
- Reply volume – whether your AI is handling the targeted number of queries or if it’s being bottlenecked.
- Deflection rates – how effective your AI is at resolving issues without needing human intervention.
- Training/knowledge gaps – where your AI lacks information and requires more data.
- ROI – based on an internally modifiable calculation, how much time and money has been saved by using the AI.
Once you understand those metrics, you’ll gain the insights that lead to a better AI and improved customer experience.
Turning eesel AI’s metrics into amazing insights for your Intercom
It’s one thing to gather data, but the real meat and potatoes comes from analyzing it and getting actionable insights. These insights help reveal where your AI might be falling short or performing well.
By looking at past interactions through the AI reports, you can figure out how accurate your AI is, which questions are being deflected, and any training gaps that may exist. All this information helps you adjust the AI, making it better at handling specific questions. The end goal being faster customer interactions with the bot, which directly translates to lower costs and means faster response times.
Detailed AI reports for your eesel AI Intercom bot
You’ll find the full details of your eesel AI Intercom bot’s performance in the Reports tab. Here’s what you’ll be able to see:
- Replies created: The overall number of responses the bots had with your customers.
- Training gaps: Click through to find missing information so you can help the AI fill in missing knowledge.
- Deflection rate: Details how many responses your AI can handle without needing a human to take over.
- ROI/Cost savings: See how much time and money you’re saving with eesel AI.
- Feedback: How many customers shared a thumbs-up vs thumbs-down.
Spotting gaps in training
Your AI is only as good as the data you feed it. You can put different sources that your AI can pull data from, to name a few there’s Google Docs, PDFs, and Help Center articles. The Training Gaps report will show areas where AI couldn’t provide an answer due to a lack of data.
Click on the graph to see the bot’s history. Here you can hover over specific icons to see what what information the AI was lacking. You can then upload the necessary source or the direct answer to fill those gaps.
Deflection Rate
First and foremost, deflection is a good thing, it means that your AI is solving queries on its own. Woo! The issue is not all questions can be automated.
Deflections aren’t the same thing as gaps in training. Having a low deflection rate may mean that the documentation you have as a source needs work. If there are knowledge gaps, your AI may be missing critical pieces of information to answer certain queries.
In order to boost deflection rate, make sure your documentation is clear and addresses all commonly occurring issues. In the eesel AI Reports tab, you’ll find deflection rates, with more details in the History tab. Hovering over the deflection icons to get a better understanding of why certain queries were or weren’t deflected.
Measuring the AI’s financial impact (ROI)
Return on investment or ROI, allows you to see if your AI is giving you more value than its cost. A properly trained AI should be saving you time and money, not wasting them.
In order to calculate ROI for your Intercom AI agents, navigate to the Reports tab and adjust settings in the “Amount Saved” box. Enter the average resolution time per query and your agents’ hourly rate. The “Amount Saved” box should reflect accordingly.
Getting started with AI analytics for Intercom
Understanding your AI’s data is just the tip of the iceberg. Learning to use the charts and figures provided to finely tune your AI is what will lead to success and a more efficient chatbot.
For more details or any questions, feel free to shoot an email over to hi@eesel.app. If you prefer hands-on learning, sign up for a free, no strings attached, 7 day free trial of eesel AI.
