AI Responses
Track and analyze how your AI chatbot performs and handles user questions
Understanding Response Categories
Your AI chatbot's performance is measured in three main categories:
Successful
Successful responses are when your AI provides helpful answers using information from your knowledge base, connects users to human agents when requested, or triggers automated workflows.
Neutral
Neutral responses are simple interactions like greetings or basic questions that don't require specific knowledge from your documentation.
Failed
Failed responses occur when your AI doesn't have enough information to answer properly, leading to automatic agent requests or errors.
What Each Response Type Means
Your AI found relevant information in your knowledge base and provided a helpful answer.
Your AI handled a basic conversational interaction like greetings or simple questions.
A user specifically asked to speak with a human, and your AI connected them appropriately.
Your AI successfully triggered an automated action, like booking an appointment or creating a support ticket.
Your AI successfully used external data (like checking inventory or customer records) to answer the question.
Your AI didn't have enough information in the knowledge base to answer the question.
Your AI automatically requested a human agent because it couldn't find relevant information.
Your AI tried to use external data but couldn't connect to the service.
Something went wrong with the AI generation process.
How to Use This Data
Check Your Success Rate
Look at the percentage of successful responses to understand how well your AI is performing overall.
Identify Knowledge Gaps
Review failed responses to find questions your knowledge base doesn't cover yet.
Monitor Tool Performance
Track context tool success rates to ensure external integrations are working properly.
Review Error Patterns
Look for recurring errors that might indicate configuration issues.