Re:amaze has introduced new reporting tools to give you deeper insights into AI-driven interactions, chatbot effectiveness, and productivity metrics. These reports help you track AI involvement, measure efficiency, and optimize your customer support experience.
AI/Chatbot Report
The AI/Chatbot Report provides key data on how AI features and chatbots contribute to your customer interactions.
- AI Impact Rate: Percentage of conversations that involved AI.
- Team Time Saved: Measures the time between a customer’s first message and when the conversation is escalated.
- Customer Waiting Time Saved: Estimated by multiplying the average first response time by the number of bot-assisted conversations.
- Content Score: A score based on completed AI and chatbot setup steps. The score includes:
- Created conversation starters for chat (+10%)
- Enabled bots for chat (+10%)
- Turned on chatbots (+20%)
- Created an FAQ article (+10%)
- Created 20 FAQ articles (+20%)
- Created a workflow (+10%)
- Set up Custom AI Context (+20%)
- Chatbot Impact Over Time: A graph displaying participation, resolution, and escalation rate trends.
- Chatbot Order Attribution: Total order revenue linked to chatbot-assisted conversations.
AI Productivity Report
The AI Productivity Report helps track AI usage and effectiveness across your support team.
- Total Usage: The number of times customer-facing AI features were used.
- Involvement Rate: Percentage of conversations that included at least one AI feature.
- Success Rate: Measures the number of successful AI API requests.
- Content Score: Also included in this report to track AI setup progress.
- Total Usage Over Time Chart: Displays usage trends for AI features.
- Detailed AI Usage: Lists total usage per AI feature, top user, and comparisons to previous periods.
These reporting updates provide a clearer view of how AI and automation impact your support operations. Use them to refine workflows, improve response times, and maximize AI efficiency within Re:amaze.