Support Chatbot Performance Review overview

Reviews AI chatbot and virtual agent performance across support channels -- measuring automated resolution rate by intent category and customer segment, analyzing escalation triggers to identify where the bot fails to resolve and why, evaluating intent recognition accuracy through confusion matrix analysis across trained intents, reviewing conversation flow completion rates and abandonment points, assessing response quality through human-evaluated sampling of bot interactions, tracking containment rate trends after knowledge base and prompt updates, benchmarking bot CSAT against human agent CSAT for comparable issue types, and identifying new intents from unmatched utterance clustering. Produces bot performance dashboard, intent coverage gap analysis, and improvement roadmap. Excludes bot development and training.