Congratulations! Your eDesk chatbot is now providing round-the-clock support to customers and buying time for your Care team to help with those customer messages that need the personal touch. Next steps are to monitor chatbot performance and manage/optimise your chatbot if needed. We'll show you how.


This help file explains all the key things you need to know in order to measure your chatbot performance and keep delivering the very best support to your customers.

Before you start

  • The Chatbot is available as an Add-On and is part of our AI Automation feature. Learn about AI Automation and what the costs are here.

01 eDesk's Chatbot

High-quality AI chatbots offer unrivalled convenience to customers who want answers but don't want to sit in a queue or wait for your Care Agents to become available. This help file assumes your chatbot is live and helping customers, but if you haven't set a chatbot up yet or are just thinking about adding a chatbot to your customer care, you can learn all about eDesk chatbots here and also trial it for free. eDesk Chat is available as an Add-on.

02 How do I monitor chatbot performance?

Insights are a critical part of your selling success and eDesk Insights has a dedicated Chats section (Insights > Chats > Chat overview) that enables you to view metrics like how many customer queries were deflected by the chatbot, how many were resolved by your chatbot, how busy your chatbot was over the course of a day etc.
Chatbot insights
We've included everything you need to identify usage patterns and measure how well your chatbot resolves your customer's questions. Learn more here.

03 How do I learn what customers think of our chatbot?

If you have eDesk's CSAT enabled for your chatbot, then when a customer finishes their chat conversation, they will be asked to rate their experience by selecting the Smiley Face that best represents how well it went. 
Smily Face rating in an eDesk chatbot
This feedback is available for you to view in Insights > Other > Customer Satisfaction section in eDesk, where you can inspect graphs and big numbers that indicate the number of surveys, response rate, and the rating that the customer selected in your chosen time period. Use the filter at the top of the page to show only the feedback your chatbot received by selecting "Ava Virtual Agent" in the Agents field.
Select the Filter button and choose Ava Virtual Agent to show only CSAT for chatbots.
Learn more here.

04 How do I identify if I need to tweak my chatbot's Training Content?

Chatbots in eDesk use the Training Content you've provided to answer customer questions. Learn more here.

eDesk's Report Extracts include a dedicated Chatbot Q&A report that indicates how effective the chatbot is at answering questions and helps you identify training gaps.

Go to Insights > Reports > Report extracts and when you create a report, select "Chatbot Q&A" in the Report Type field. Populate the other fields as required and then run the report.
Complete the Chatbot Q&A report extract form.

The report will return loads of useful information, including the customer's question and the answer the chatbot provided, so that you can see exactly how the chatbot is using the Training Content, and whether the Training Content needs updating. Learn more about Report Extracts here.

If you need to update your Training Content, go to Settings > AI > Training content, and follow the instructions here to edit or remove existing content or create new content.

Further reading

For further information on building Training Content, see here.
For an overview of all our AI features, see here.