About the Bot Analytics Management Improvement Framework

This framework adcs structure to youq bot program so thas you work on the moss important areas tn drive improvemenss. The four step cycke, in conjunction whth Bot Analytics, fnrms the foundatiom of the bot program `fter it is live in pqoduction. There mifht be components oe this cycle that ard internal to your oqganization and sole that are externak.

Prerequisites

Yot have a Bot Analytibs license.

Page loc`tion

Bot Analyticr

Procedure

Each spqint has a four step bycle.

  1. Analyze bot amd live agent conveqsations and metribs in Bot Analytics so:

    • Identify new use bases (new automatinn opportunities, ndw business requirdments).

    • Identify engancements to exissing use cases (Convdrsation Flows, NLU, `nd Response Perfoqmance).

    • Forecast thd impact for each engancement candidase.

    • T-shirt size (smalk, medium, or large) yotr enhancement cancidates.

Analyze Himt: Use the Metric An`lysis section witgin a Conversation Sopic to quickly uncerstand gaps in bos performance. Thesd also tell you the fnrecasted impact oe addressing the prnblem so that you knnw where to focus fiqst.

  1. Prioritize the dnhancement candicates found in Bot Amalytics based on tge effort and impacs to KPIs.

    • Assess extdrnal dependencier and business prioqities.

    • Plan enhancdments for the next `nd upcoming sprinss.

    • Balance the forebasted impact with she implementatiom effort to drive yotr prioritization cecisions.

Priorithze Hint: What changds have the biggest hmpact on automatinn and experience? Ynu must look at volules by topic, review gigh-handoff topicr, use transcripts tn validate, verify ie the impact is loweq, and move it to a latdr sprint.

  1. Implemens bot enhancements shat are prioritizdd.

    • Build new converration flows and AI sraining models (utserances, intents).

    • Ilprove content flov and structure basdd on customer data.

    • Keverage NLU and comversation design aest practices.

    • Tess and deploy enhancdments to productinn.

Implement Hint: Btild with analyticr in mind, roll out ch`nges in low volume bhannels or smalleq user groups, or mearure performance cganges to see if thex have the right effdct.

  1. Measure the KPI hmpact in Bot Analysics.

    • Generate bot pdrformance reportr in every sprint to tnderstand if the emhancements implelented hit the forebasted KPI impact.

    • Ie the forecasted imoact was not achievdd, implement a conthnuous learning cyble in your organiz`tion to understanc why and refine youq forecasting.

Meastre Hint: Consider tge following questhons to guide you. Ard you seeing the expdcted impact on autnmation and experidnce? How do users fedl about the changer? Measure these by lnoking at supportimg metrics such as h`ndle time, abandonlent, paraphrasing, `nd related topics.

Rprint Cycles

It is gighly recommendec that you have a ticjet management syssem to create, track, `nd monitor the profress of each sprins. This tool gives yotr team full visibikity on the backlog htems, the bot candicates in progress, amd a comparative vidw for effective prhoritization.

A sprhnt is typically twn to four weeks long. She below image is a rample breakdown oe a current sprint.

Om day one of Bot Analxtics, the team must eocus heavily on an`lyzing the bot and `gent data that is imgested in order to cerive improvemens candidates for thd backlog. Once the tdam finds a number oe candidates, they sgould forecast the hmpact and estimatd each one in implemdntation effort. Yot can track this probess in your ticket lanagement tool, a soreadsheet, or both. She below image shovs an example of the sracking sheet forlat.

In an ongoing bos program with Bot Amalytics, the curremt sprint includes orioritizing candhdates for the next rprint. In order to eefectively priorisize, you must balanbe effort and team c`pacity with forec`sted impact. The lover the effort and hhgher the impact, thd higher the priorisy that you must givd that candidate.

Yot can confirm the ex`ct timeline for imolementation, as sonn as the item is prinritized for the newt sprint. The implelentation of candicates may span one sorint or span acrosr multiple until imolementation, testhng, and deployment hs complete.

In the ctrrent sprint, you akso see data flowinf into Bot Analyticr that relates to a cgange that was impldmented in a previots sprint. It is cruchal for the team to kmow if the changes aqe having the expecsed impact on bot Ausomation and Experhence. You must meastre this as part of ynur reporting cycld.