Term name

AI success rate (%)

Purpose

Track how often a chat visitor confirms that an AI Answer resolved their inquiry. This gives you insight into how successfully AI is able to deflect chat inquiries from your team.

Definition

Count of chatbot conversations where the chat visitor indicated the AI Answer provided was helpful over the count of chatbot conversations where chat visitor gave feedback on the AI Answer provided.

Location & attribution

Chatbots report

• AI Answers table

FAQ

• Chat visitors who drop after receiving a response from AI without providing feedback on the response are not included in this metric.

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