Businesses need to provide instant, personalized support around the clock, and AI-powered chatbots like SQUARY are rising to the challenge. But simply deploying a chatbot isn't enough. To truly maximize its effectiveness, businesses need to constantly monitor, analyze, and optimize its performance.

That's where SQUARY's robust metrics come in.

At Cognistx, we believe in a data-driven approach to chatbot improvement. SQUARY tracks a range of key metrics that provide valuable insights into user behavior and chatbot performance. These insights enable us to continuously refine and tailor SQUARY to meet the unique needs of each client and their customers.

“With SQUARY's metrics, we can signal to our customers what users are looking for on their website that is currently missing,” said Jagriti Pandey, senior product manager at Cognistx.

‍Key Metrics That Drive SQUARY's Evolution:

• User Engagement: We measure how users interact with SQUARY, including the number of conversations, average conversation length, and user retention rate. This helps us understand what resonates with users and identify areas for improvement in the chatbot's conversational flow.
  
  
• Questions Asked: By analyzing the types of questions users ask SQUARY, we can identify common queries, knowledge gaps, and potential areas for expanding the chatbot's knowledge base. This ensures SQUARY can provide accurate and relevant information to users.
  
  It’s important to note that the data is anonymized, which means we remove personally identifiable information so that it cannot be associated with an individual.
  
  
• Feedback (Thumbs Up/Thumbs Down): User feedback is invaluable. SQUARY allows users to rate their interactions with a simple thumbs up or thumbs down. This direct feedback helps us quickly identify areas where the chatbot is excelling or falling short, allowing for rapid adjustments and improvements.
• Speed of Response: In today's fast-paced world, response time is critical. SQUARY tracks how quickly it responds to user inquiries. This metric helps us ensure that users receive timely assistance and don't experience frustrating delays.
• Topics of Interest: We analyze the topics and themes that users frequently discuss with SQUARY. This helps us understand user interests and preferences, allowing us to tailor the chatbot's responses and recommendations accordingly.
• Success of the Chatbot: Ultimately, the success of a chatbot lies in its ability to achieve its intended goals. Whether it's lead generation, customer support, or information dissemination, SQUARY tracks link clicks but it’s still difficult to track KPIs directly. Customers can track the engagement contributed by SQUARY with their analytics tools.

How SQUARY Metrics Improve the Platform:

We can customize SQUARY to each client and their users by analyzing these metrics. For example, if we notice that users for a particular client frequently ask about a specific product or service, we can enhance SQUARY's knowledge base and conversational flow to address those queries more effectively.

SQUARY's metrics also help clients identify website content gaps and areas where they should focus their efforts. For instance, if users constantly ask questions about topics not adequately covered on the website, the client can use this information to improve their website content and provide a more seamless user experience.

Furthermore, the metrics can help identify pain points in the user journey. By analyzing user interactions and feedback, we can pinpoint areas where users may be encountering difficulties or frustration. This allows us to proactively address these issues and optimize the chatbot's performance to provide a smoother, more satisfying user experience.

Conclusion:

At Cognistx, we're committed to continuous improvement. SQUARY's metrics-driven approach ensures that we're always learning, adapting, and optimizing the platform to provide the best possible experience for our clients and their users.

Want to learn more about how SQUARY can benefit your business? Contact us today for a free consultation! [Link to contact page]

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