Chatbot Analytics: AI Employee KPIs on the Binom Dashboard
Chatbot analytics in Binom are gathered on the Dashboard: each Binom has the KPIs of its profession, including training quality (Score), customer satisfaction, the number of chats and useful actions, and their average cost. This way you control not only the volume of your AI employee's work, but also its quality and economic efficiency. The Dashboard is the first page of your account.
AI employee KPIs: quality
| Metric | What it means | What influences it |
|---|---|---|
| Score | The quality of training you gave your Binom. The higher the Score, the higher the potential quality of its work | You: knowledge, cards, answers to Tutor's questions |
| "Customer Satisfaction" | Customer satisfaction; calculated based on the quality of the dialogue and how it ended | The AI employee itself: this is an assessment of its work |
AI employee KPIs: volume and economics
- Number of chats per month: how many new conversations came in.
- Number of useful actions. A useful action is a conversation that ended with a specific result: a purchase, a processed request, or a resolved complaint.
- Average cost per chat.
- Average cost per useful action: how much one result achieved by the Binom costs.
You can also see "Binom Workspaces", "Knowledge Base Materials" and "AI Requests Left" there.
What each Binom card shows
- "Your Access": your access level for this Binom.
- "Knowledge Base": "Needs Attention", "Conflicting", "Indexed", "Invalid".
- "Chats": "Waiting for Manager" and "Needs Attention"; if everything is fine, "No chats need attention".
How to improve these metrics
- Low Score → retrain the Binom: answer unanswered questions (the bot doesn't know the answer), upload documents (knowledge base), and keep working with the Tutor.
- Satisfaction is falling → read the dialogues in Chats and fix the weak answers with cards: how to do this.
- "Waiting for Manager" above zero → join the dialogues: take over the dialogue.
- There are "Active Conflicts" → click "Resolve": how to resolve a conflict.
- "AI Requests Left" is low → open the Subscription page; for the plan details, see subscription plans and prices.
For a new Binom, the Dashboard shows the launch stages: "Add company data", "Fill in the knowledge base", "Approval request", "Integrations and testing", "Recommended for improvement": how a Binom is admitted.
Other common questions
Where can I see chatbot statistics?
On the Dashboard, the first page of your account.
How do I assess customer satisfaction with a chatbot?
Check the Customer Satisfaction metric on the Dashboard: it is calculated based on the quality of the dialogue and how it ends.
What is a useful action?
A dialogue that ended in a result: a purchase, a processed request, or a resolved complaint.
