Path Analysis: Demystify your Chatbot Customer Journey to Drive Engagement
When we started Botmetrics, we knew that enabling an understanding of the rich nuances of a conversational user interface (UI) would require going beyond simple dashboards.
Businesses building conversational UIs need a new set of intelligent analytics that understand conversation structure. In turn, these tools need to allow product and marketing managers to enhance the user experience and drive improved business results. Today we’re pleased to announce Botmetrics’ Path Analysis — the first step towards intelligent analytics for understanding and improving Chatbot conversations.
A path consists of the particular journey a user takes between a start and end point in your conversational UI. These points can be system events such as “user sign in” or custom events you’ve setup on Botmetrics. For example, one path can start when the user says “Hi!” and end when the Chatbot says “Thank you for your order” with many steps in between.
Path Analysis provides bot makers instant insight into how many people started and completed the path between two points in your conversational UI AND reveals how many additional user interactions were required to complete the path. This provides clear markers for the complexity within the current conversational flows that is causing user frustration.
In case of an e-commerce Bot, for example, we might want to track a path from Sign Up to Completed Purchase. Botmetrics instantly starts to measure each order from start to finish and then displays both the number of users completing that path and the distribution of those users, arranged by the number of user interactions on the journey towards completing the path.
The vertical bar graphs above show the number of people that signed up for the chatbot (13) and then completed a purchase with it (7) ie. a 53% completion rate. The horizontal bar graph shows the distribution of users based on the number of user interactions between the start and end points.
Hovering on the first dark green block shows that three of the seven users took the shortest path: ie. Seven steps to complete a purchase. This means there are >50% of the users who did not navigate to the shortest path between the two points.
Understanding and optimizing the journeys that took more than the average number of steps is the key to improving lackluster conversational UI. Each step that you can simplify improves the user’s conversational experience (CX) and conversion rates (CR) for your chatbots.
If you’re already a Botmetrics customer, Path Analysis is available for free on www.getbotmetrics.com for Facebook, Messenger, Kik and Slack bots.
To get started click the Paths Icon on the sidebar.
Select the beginning and ending events for your user path (these can be built-in or custom events.)
Now Botmetrics will analyze all events for the path and create a custom report for your bot.
Not yet a Botmetrics customer? Want to 💯 your chatbot engagement and retention while maintaining your user privacy? We can help: hello@getbotmetics.com
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