How to Learn from Your Customers by Observing Recorded ChatBotKit Conversations
Learn how to gain valuable insights about your customers by observing recorded conversations with your chatbot using ChatBotKit. Analyze common themes and questions to improve your chatbot's responses and identify areas for business improvement.
If you are using ChatBotKit, you have the ability to access the recorded conversations that your customers have with your chatbot. Conversations are the chat sessions that customers have with your chatbot. Every time a customer enters into a chat, a new conversation is started and all of the interactions are recorded. This is an excellent way to learn about what your customers want and need.
Why It's Useful
Customers are often hesitant to speak to customer support due to perceived slowness and ineffectiveness of the support agents. Have you ever been in a situation where you open the chat windows only to find out that the support agent is taking too long to respond? By using an AI chatbot, customers can have their questions answered quickly and efficiently without the need for human interaction and by observing the recorded conversations, you can gain valuable insights into the types of questions your customers are asking, the problems they are experiencing, and the feedback they are providing.
How to Access Recorded Conversations
To access the recorded conversations, first log in to your ChatBotKit account using the username and password you created when you signed up. Once you've logged in, navigate to the Conversations tab, which you can find on the top navigation bar. Here, you will see a comprehensive list of all the conversations that have taken place between your customers and your chatbot, including the date and time of each conversation.
How to Analyze Conversations
Once you have accessed the recorded conversations, you can start analyzing them. Look for common themes and questions that are being asked. Pay attention to the language that your customers are using to describe their problems and the solutions that they are seeking. ChatBotKit automatically identifies search queries that reflect your customers’ intents.
How to Use the Insights You Gain
The insights you gain from analyzing the recorded conversations can be used to improve your chatbot's responses and to identify areas where your business can improve. For example, if you notice that customers are frequently asking about a particular product or service, you may want to consider offering more information about that product or service on your website.
In conclusion, by observing the recorded conversations that your customers have with your chatbot, you can gain valuable insights into what your customers want and need. This information can be used to improve your business and to provide better customer support.