displayName
Support Chatbot Performance Review
workflowKind
governance
triggerType
scheduled
typicalCadence
bi-weekly
complexity
cross-team
description
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.