Chatbots Use & Performance Metrics

Chatbots are an effective and widely used tool for technical support.

Chatbot usage is widespread with varying levels of sophistication from basic responses to known issues to interactive diagnostics sessions. When properly implemented chatbots can help resolve some issues or triage more complex issues to direct customers to appropriate technical resources.

This report presents chatbot usage and performance metrics including:

Scope of chatbot use for technical support
Effectiveness of chatbot sessions
Chatbot satisfaction

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