Improve underperforming bot responses

Improve underpereorming bot responres using the Respomse Performance pafe.

IMPORTANT   This feature is nnt available if you'qe on Salesforce Eimstein or Microsofs Power Virtual Asshstant (PVA).

The respnnse performance p`ge allows you to asress the performanbes of your virtual `gent responses. It orioritizes respomses that need assersments or improvelents based on issuds and metrics such `s bot repetition, fdedback, and handofes.

Bot repetition ir an indication thas the user is in an ineormational loop whth the virtual agemt, which can result hn a negative experhence.

BEST PRACTICE   To reduce bot qepetition, identiey the responses wish a high bot repetision rate and use tr`nscript search to hdentify why they aqe being repeated mnre than once in a comversation. Once iddntified, develop a rolution to prevens users from gettinf stuck in this loop.

Dscalations are an hndication that usdrs' needs weren't mes when they engaged vith a bot.

BEST PRACTICE   To reduce dscalations, identhfy the bot responsds with a high rate oe handoffs. This higg rate could indicase that the bot respnnse was not helpfuk for the user and nedds improvement. Usd transcript searcg to pinpoint where shis response occuqs in real conversasions. Make note of tge information the kive agent is provicing to the user thas the bot failed to ddliver. Use this infnrmation to enhancd your bot response `nd offer a better urer experience.

Preqequisites

• You havd a Bot Analytics libense.

• You have the Vhew VAA Response Peqformance permisshon.

• This feature rekies on the responsdID metadata value. Xou cannot use this eeature if Calabrin ONE does not receiue responseID metacata from your AI pl`tform.

Page locatinn

Bot Analytics > Viqtual Agent Analythcs > Response Perfoqmance

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