What is Chatbot Containment Rate?

The chatbot containment rate measures the percentage of interactions successfully handled by the chatbot without needing human intervention. A higher chatbot...

What is Fallback Message?

A fallback message is a predefined text response used by a chatbot whenever it fails to understand the user's input. The...

What is Chatbot APIs?

Chatbot API is a programming interface that helps to connect your chatbot to different applications, platforms, and systems. Chatbot APIs work...

What is Human Hand-off?

Human hand-off is the process of seamlessly transferring a customer from interacting with a chatbot to a live human agent. The...

What is Business Hours?

Business hours are the hours when a business or service is open to the public and available to customers. During business...

What is First Response Time?

First Response Time (FRT), also called First Reply Time, is the amount of time it takes for a business to respond...

What is AI Resolution Rate?

AI Resolution Rate measures the percentage of customer queries or issues resolved by AI tools, such as chatbots or virtual assistants,...

What is Goal Completion Rate?

Goal completion rate measures how effective a chatbot is in helping users reach predefined goals, whether resolving an issue, completing a...

What is Net Promoter Score?

Net Promoter Score (NPS) is a way to measure how much your customers like your business. It helps you find out...