Аналитика чат-бота: какие метрики нужно отслеживать?
How Do You Measure Chatbot Success?
Setting up a chatbot is just the beginning — the real work is continuous improvement. Without tracking the right metrics, you can't know what's working and what isn't.
1. Response Time
The average time for your bot to respond to a user message. Ideal target: under 3 seconds. Every second over 3 drops user satisfaction by ~7%.
2. Resolution Rate
The percentage of conversations resolved without human intervention. Target 60-70% for a new bot, 80%+ for mature systems. A low rate signals an insufficient knowledge base.
3. Customer Satisfaction Score (CSAT)
A 1-5 star rating presented to users after a conversation. An average CSAT of 4.0 or above indicates your bot is performing well.
4. Containment Rate
The rate at which the bot completes conversations without transferring to a live agent. A high containment rate means the bot handles more work with less human resources.
5. Handoff Rate
The percentage of conversations transferred to live agents. Aim to keep this below 20%. If it's high, frequently asked questions should be added to the bot.
Which Metric Matters When?
- If speed is your priority → Response time
- If cost reduction is your priority → Containment rate
- If satisfaction is your priority → CSAT + resolution rate
1Click Chat analytics visualizes all these metrics in a single dashboard and tracks your progress with weekly reports.
