Term name

AI Answer Rate (%)

Purpose

Track how often AI provides an answer to chat visitors who reach an “AI Answers” step in the chatbot flow. This helps you determine how relevant your knowledge source is to common questions / topics that are being asked, and can help you improve content in your knowledge source.

Example use case: If your AI Answer Rate is low, this signals to you that you should investigate common topics / questions that AI is not providing answers to, and potentially add resources on these topics to your help center to improve deflection.

Definition

Count of chatbot conversations where AI provided an answer over the count of all chatbot conversations where the chat visitor reached an “AI Answers” step.

Location & attribution

Chatbots report

• AI Answers table

FAQ

• Visitors are not required to complete the entire chatbot flow to be counted in this metric.