KPIs and success metrics for evaluating chatbot performance

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Define your testing goals: Before you begin testing, it’s important to define your purpose and goals. Do you want to test the functionality of your chatbot, its interaction with users, or the overall user experience? These goals will help you plan and conduct your testing.
Create test scenarios: Develop test scenarios that include different situations or queries that might arise when interacting with your chatbot. Mind maps with the 5-point checklist can help you with this. This will help you determine how well your chatbot responds to different situations and what possible issues might arise.
Invite focus group participants: Invite focus group participants who match your asia rcs data target audience. These could be potential chatbot users or representatives of your target audience. The easiest option is to simply ask colleagues from other departments to go over all the possible steps in your chatbot.
Conduct a testing session: Conduct a testing session where focus group participants interact with the chatbot by running test scenarios. Observe their actions, comments, and reactions, and record their impressions and observations.
Collect feedback: After the testing session, conduct a focus group discussion with the participants to gather their impressions, comments, and suggestions for improving the chatbot. Record this feedback for later analysis.
Analyze the results: Analyze the feedback you collect and identify issues or opportunities for improving your chatbot. Use these results to improve functionality, interactions, and user experience.

Typically, metrics and KPIs should be based on the bot goals you defined in checklist item 1. Here are some general metrics you can focus on: