Conversation Analysis
The bot's conversations are scored every week, missing information is spotted and added to the knowledge base with your approval.
History & Weekly Scan
SetupAverage score
4.3
Conversations reviewed
214
Pending facts
3
Score distribution
What It Does
Conversation analysis is your bot's weekly report card. Conversations are scored from 1 to 5, topics customers ask about that are missing from your knowledge base are identified, and suggestions to add that information are prepared.
Usage
- Open Setup › History & Weekly Scan.
- Review the scores in the score distribution chart.
- Read each suggestion in the list awaiting your approval. If it's correct, choose the target section and approve it to add it to the knowledge base; if not, reject it. Changed your mind? Undo it.
- Download the week's report from the weekly reports section.
How It Works
Conversations are scanned every week; low-scoring conversations and frequently repeated questions are highlighted. Facts you approve are added straight to your knowledge base, and the bot uses them from the next message on.
Tip: reviewing the suggestions once a week is the easiest way to quickly close the gaps in what your bot knows.
Limits and Things to Know
- Conversation analysis is available on the Professional and Enterprise plans.
- Report documents are kept for 90 days.
Frequently Asked Questions
- Does the analysis change the bot without my approval?
- No. Suggested facts wait in the list awaiting your approval. Nothing in the knowledge base changes until you approve it.
- When is the weekly report prepared?
- Every Monday morning, covering the previous week's conversations.
- How long can I download reports?
- Weekly report documents can be downloaded for 90 days.
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