Term Name

AI Participation Rate (%)

Purpose

Track how often AI provides an answer across all your chatbot conversations. This helps you better understand AI’s “reach” and impact across all your chat conversations, and measures the volume of chat conversations that AI participates in.

Example use case: You notice your AI participation rate is low - this signals to you that many chat visitors are traveling down chatbot paths that don’t contain an AI Answers step, so you decide to add this step to more chatbot paths to improve deflection. 

Definition

Count of chatbot conversations where AI provided an answer over the count of all chatbot conversations that were initiated.

Location & attribution

Chatbots report

• AI Answers table

FAQ

• If a chat visitor reaches an AI Answers step but AI does not provide a response, the conversation will not be included in this metric.