You can review transcripts of recent conversations between a bot and your end users. You can use these transcripts to identify gaps in your bot’s knowledge, discover what questions customers can resolve without assistance from a live agent, and better understand automated resolutions.
Using the Conversations page
You can access the Conversations page from the Insights dashboard.
- In Admin Center, click Channels in the sidebar, then select Bots and automations > Bots.
- Click Manage bots.
- Click the bot you want to update.
- Click the Insights tab to display the dashboard.
- At the bottom of the dashboard, click View unresolved conversations or View automated resolutions to open the Conversations page on that tab:
Here, you can review basic information and transcripts for all interactions between the bot and your end users from the last seven days. Interactions after a Transfer to agent step are not displayed.
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Automated resolutions are bot conversations that were resolved by the bot.
In a conversation bot, an automated resolution is counted when all of the following criteria are met:
- The end user experiences any of these events over the course of the conversation:
- The bot has recommended at least one article as part of the standard bot fallback responseor
- An AI-generated responseor
- When the end user has reached the end of the conversation and completed the last step of the answer flow.
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The conversation has not been transferred to a live agent (that is, a Transfer to agent step has not been reached).
- The end user hasn’t interacted with the conversation in the last 72 hours. End-user interaction includes entering free text, clicking on any conversation button or option, entering information into a form, and the like.
- The end user experiences any of these events over the course of the conversation:
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Unresolved shows the bot conversations that were not resolved by the bot. This includes conversations that meet either of the following criteria:
- Were unresolved by a bot and had no end-user input, including free-text entry and option selection, for 72 hours.
- Were transferred to a live agent.
Reviewing transcripts
Transcripts from both the Automated resolutions and Unresolved tabs display the first 100 messages exchanged between a bot and an end user over the course of their conversation. Although the Unresolved tab includes conversations that were transferred to a live agent, the transcript only includes messages between the bot and the end user before agent transfer occurs.
- Click View on the transcript you want to look at.
The transcript opens on the right side of the page:
Reviewing conversations that were unresolved by the bot
- Do you notice similar questions in the First message column ending up in the Unresolved list?
Add a new answer to your bot flow that can address the issue.
- Are there questions in the transcript or First message column looking for information you know is addressed in an existing answer?
Look at bot responses to commonly asked questions and consider why they aren’t sufficient to resolve the conversation. Update that answer to better address the question, or create a new answer that includes similar training phrases or intents (if available) to make a better match.
- Do you have a help center that can address some of the common Unresolved questions?
Create articles using best practices8 so they are easy for both the bot and your customers to find.
Reviewing conversations that resulted in an automated resolution
Automated resolution transcripts can help you understand what kind of bot answers result in automated resolutions. Look for similarities that you can apply to new or less successful existing answers.