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Analytics for AI Features
Analytics for AI Features
Updated this week

Overview

With the release of advanced analytics for AI features, users can now gain valuable insights into the impact of AI in Helpdesk and Journey workflows. The analytics are categorized under two main sections:

  1. Helpdesk AI Co-Pilot Analytics

  2. Journey AI Conversion Overview

Helpdesk AI Co-Pilot Analytics

To access these analytics:

  1. Navigate to Analytics in the BIK Dashboard.

  2. Select the Helpdesk tab.

  3. Open the AI Co-Pilot section.

Key Metrics

  1. Unique Sessions

    • Definition: Number of distinct customers who interacted with the AI.

  2. Tickets Automated

    • Definition: Tickets fully resolved without any agent input.

  3. Time Saved

    • Definition: Total hours saved through AI automation.

  4. Labels Generated by AI

    • Definition: A graphical representation showing the labels created by AI, including label names and the number of occurrences.

  5. Sentiments Generated by AI

    • Definition: A graph displaying sentiment types (positive, negative, neutral) generated by the AI.

AI Adoption Metrics

  1. Number of Agents Using AI

    • Definition: Count of agents utilizing AI features in their workflows.

  2. Agent Summarize Option Usage

    • Definition: Number of times agents used AI to summarize responses.

  3. Rephrase Operations

    • Definition: Instances where AI was used to rephrase agent responses.

  4. Agent Generate Option Usage

    • Definition: Times AI was used to generate new responses.

  5. AI-Assisted Tickets

    • Definition: Tickets resolved using AI assistance.

  6. AI-Assisted Replies

    • Definition: Replies created or improved by AI assistance.

Journey AI Conversion Overview

To access these analytics:

  1. Navigate to Analytics in the BIK Dashboard.

  2. Select the Journeys tab.

  3. Open the AI Conversion Overview section.

Key Metrics

  1. Unique Customers Interacted with AI

    • Definition: Number of unique customers who interacted with AI during journeys.

  2. Revenue Generated

    • Definition: Total revenue attributed to AI interactions.

  3. Links Clicked

    • Definition: Number of links clicked as part of AI interactions.

  4. Product Cards Sent

    • Definition: Total product cards sent via AI interactions.

    For further assistance or to raise feature requests related to AI Analytics , please contact [email protected].

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