Question
GE
IN
Last activity: 16 Nov 2023 11:55 EST
OOTB monitoring features for Chatbot
Hi All,
We have implemented a Pega Chat Bot in my Application which is being used by end users.
We have a request from business stakeholders to measure the efficiency of the chat bot.
We need your inputs on the following:
- What OOTB monitoring features are provided by pega to measure the efficiency of chatbot.
- Where does pega store the details related to interaction with end user (eg; we would like to have a report on questions which were asked/ input by end users to the chat bot to analyze the frequently asked question. Let us know the database table/ report which can give this information.
Thanks,
Venkat.
Pegasystems Inc.
CA
Are you looking for Live Chat/Chatbot efficiency? Chatbot is a continuous process to train the model.
We have several OOTB reports to check Live Agent chat efficiency.
2. The interactions between the questions and responses are available in the Service case. Please check and ensure if that will suffice your requirements.
Thanks,
GE
IN
@RameshSangili Thanks for the info, if possible can you please share the OOTB Reports and any other info to check Live Agent chat efficiency?
GEHC
IN
Can you please throw some more light on this.
Please let me know which OOTB reports provide stats about the chatbot efficiency ?
Also, how can we access the service case type.
Pegasystems Inc.
US
@VenkateswarluM5695 , are you using the Customer Service application or is this a Chatbot directly from the Pega Platform? The Customer Service application does provide efficiency reports in terms of agent deflection rate and other metrics. Can you provide some more details about your implementation and deployment?
Thanks
Amit