Once your bot has started interacting with customers, you will want to start measuring its success rate. Below are 4 simple insights that can be tracked quickly and with ease:
% of issues resolved by bots: This is the rate at which your bot has helped with deflection. For example: If you have been receiving 1000 tickets every month, handled directly by your agents. After deploying the bot, if the agents’ tickets count reduces to 500, then the deflection rate will be 50%.
Improved customer experience: Improvement in your CX journey and CSAT after deploying bots. More visitors opting for self service, choosing to interact with bots in the chat channel, and faster resolution times.
Agent-hours saved: Bots aid in ticket deflection and partial resolution of a ticket, categorization and routing of tickets, thus saving time for agents.
Reduction in cost of resolving a ticket: Diminishing incoming tickets and fewer resources needed to handle the incoming volume are the two major wins of implementing bots.
Based on these 4 insights, the bot can be expected to produce the following support benefits:
Example stats of a customer using bots:
Started in the 1st month with 10 unique bot work flows leading to a 5% deflection rate
In the 2nd month increased the number of flows to 15 leading to 10% deflection rate
In the 3rd month, built 150 flows leading to a deflection rate of 25%
By the 6th month, built another 350 flows and the deflection grew to 65%
Currently, with a total of ~1500 flows
With Freshdesk’s powerful ‘Automation’ aiding in 20% deflection, and conversational ‘Bots’ aiding in 65% deflection, this customer’s overall ticket deflection is at 85%.
What’s more, the bot builder platform enables you to scale up better based on your requirements.
Agent Assist Bot:
Consider a phone-first customer support strategy, with the bot assisting agents on call. The agent assist bot is able to suggest solutions to agents that help in answering 87% of the customer questions, subject to configuration.