What are the metrics to measure the success of the chatbots impementation?
Kore.ai looks at customer satisfaction as our company’s primary measurement of success.
Since chatbots can be built for thousands of use cases in any given company, long-term
growth potential depends on our customers having a product and service experience
that’s exceptional.
We see every project as a partnership between Kore.ai and our customers. From the start,
it’s the responsibility of Kore.ai’s project teams and a customer’s executive sponsors to
jointly align and measure the success of our relationship. We typically use the following
metrics to measure success:
Technology Success Metrics
➢ Intent extraction success rate
➢ Object extraction success rate
➢ Natural language dialogue success rate
➢ Task and Intent mapping success rate
➢ Identification of intent/object extraction failures
➢ Software bug count
➢ Software bug resolution rate
Business Success Metrics
➢ Number of task completions
➢ Bot promotion and adoption
➢ Products and tasks supported by bots
➢ Existing customers using more products
➢ Reduced customer support calls
Partnership Success Metrics
➢ Synchronization of business goals and product roadmap
➢ Agile roadmap execution
➢ Competitive differentiation generated
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