What are chatbot KPIs?

Key performance indicators, also known as KPIs, are critical to monitor chatbot performance. From a business perspective, chatbots can take over a call center and significantly reduce costs around implementing and managing a call center. Also, chatbots can work 24/7 so customers don’t have to worry about a company’s hours of operation. By incorporating AI, ML, and NLP, many customers won’t even realize they are interacting with a chatbot. However, it’s still crucial to use KPIs to determine if the chatbots align with organizational goals. Some important KPIs for chatbots include retention rate, bounce rate, message rate, conversation length, and goal completion rate.