Types of Chatbot Technology - Medium
In this article we'll cover the different types of chatbot technology: linguistics, machine learning and a hybrid model approach.
KPI reporting
Make provisions to provide continual and continuous improvement to the system. It doesn’t have to be time intensive, much of the process can be automated. At the same time, it’s also essential to have <anchor>KPI reporting</anchor> in place and to use the traditional measuring methods already used by the organization, such as first call resolutions rates.
4 chatbot success metrics to bolster CX | TechTarget
4 chatbot success metrics to bolster CX \| TechTarget

Customer ExperienceSearch the TechTarget Network

[Login](https://www.techtarget.com/login) [Register](https://www.techtarget.com/register)

Explore the Network

- [TechTarget Network](https://www.techtarget.com/network/)
- [Content Management](https://www.techtarget.com/searchcontentmanagement/)
- [Unified Communications](https://www.techtarget.com/searchunifiedcommunications/)
- [Data Management](https://www.techtarget.com/searchdatamanagement/)
- [Artificial Intelligence](https://www.techtarget.com/searchenterpriseai/)
- [ERP](https://www.techtarget.com/searcherp/)

- [Customer Experience](https://www.techtarget.com/searchcustomerexperience/)

- - [CRM Tools & Strategy](https://www.techtarget.com/searchcustomerexperience/resources/CRM-tools-and-strategy)
  - [Customer Data Management](https://www.techtarget.com/searchcustomerexperience/resources/Customer-data-management)
  - [Customer Experience Management](https://www.techtarget.com/searchcustomerexperience/resources/Customer-experience-management)
  - [Customer Service & Contact Center](https://www.techtarget.com/searchcustomerexperience/resources/Customer-service-and-contact-center)
  - [E-Commerce](https://www.techtarget.com/searchcustomerexperience/resources/E-Commerce)
  - More Topics


- [Marketing & Sales](https://www.techtarget.com/searchcustomerexperience/resources/Marketing-and-sales)

Other Content

- [News](https://www.techtarget.com/news/)
- [Features](https://www.techtarget.com/searchcustomerexperience/features)
- [Tips](https://www.techtarget.com/searchcustomerexperience/tips)
- [Webinars](https://www.techtarget.com/searchcustomerexperience/webinars)
- [2023 IT Salary Survey Results](https://www.bitpipe.com/detail/RES/1690984393_581.html?Offer=2023SalaryandCareers)
- [Sponsored Sites](https://www.techtarget.com/searchcustomerexperience/sponsored_communities)
- More


- [Answers](https://www.techtarget.com/searchcustomerexperience/answers)
- [Conference Guides](https://www.techtarget.com/searchcustomerexperience/guides)
- [Definitions](https://www.techtarget.com/searchcustomerexperience/definitions)
- [Opinions](https://www.techtarget.com/searchcustomerexperience/opinions)
- [Podcasts](https://www.techtarget.com/searchcustomerexperience/podcasts)
- [Quizzes](https://www.techtarget.com/searchcustomerexperience/quizzes)
- [Tech Accelerators](https://www.techtarget.com/searchcustomerexperience/techaccelerators)
- [Tutorials](https://www.techtarget.com/searchcustomerexperience/tutorials)
- [Videos](https://www.techtarget.com/searchcustomerexperience/videos)

- Follow:
- [Follow on X](https://x.com/techtargetnews)
- [Follow on Youtube](https://www.youtube.com/c/EyeonTech)
- [Follow on TikTok](https://www.tiktok.com/@eyeontech)
- [Follow on Facebook](https://www.facebook.com/TechTargetBusinessTechnology)

- [Home](https://www.techtarget.com/searchcustomerexperience/)
- [Marketing and sales](https://www.techtarget.com/searchcustomerexperience/resources/Marketing-and-sales)

![](https://www.techtarget.com/visuals/searchEnterpriseAI/ai-platforms/searchEnterpriseAI_026_searchsitetablet_520X173.png)

[Answer](https://www.techtarget.com/searchcustomerexperience/answers)

# 4 chatbot success metrics to bolster CX

## Chatbot success can be measured using a number of metrics. Each helps improve the customer experience. Read on to learn which KPIs are beneficial for improving CX.

- Share this item with your network:

![Scott Sachs](https://cdn.ttgtmedia.com/rms/onlineimages/sachs_scott.jpeg)

By

- [Scott Sachs,](https://www.techtarget.com/contributor/Scott-Sachs) SJS Solutions

Published: 30 Jan 2019

Measuring chatbot success requires a variety of contact center metrics, including customer satisfaction, completion rates, reuse rates and speech analytics feedback -- all of which ultimately aim to improve the customer experience.

As [chatbot](https://www.techtarget.com/searchcustomerexperience/definition/chatbot) use in contact centers flourishes, evaluating key metrics is necessary to ensure that this self-service technology supports customer needs in a simple, yet effective manner.

Here are four [key performance indicators](https://www.techtarget.com/searchbusinessanalytics/definition/key-performance-indicators-KPIs) for contact centers to measure chatbot success.

## 1\. Customer satisfaction

One of the important [chatbot success metrics](https://www.techtarget.com/searchcustomerexperience/answer/What-chatbot-evaluation-metrics-do-you-use-to-measure-performance) to [measure is customer satisfaction after an interaction](https://www.techtarget.com/searchcustomerexperience/feature/5-tips-for-deploying-surveys-and-collecting-customer-feedback) with a bot. This is done in a similar manner to gauging interaction with an agent -- except there needs to be additional focus on customer effort.

Much of the human element is gone with chatbots, so there needs to be a deeper focus on the [amount of customer effort](https://www.techtarget.com/searchcustomerexperience/tip/7-key-customer-experience-metrics-to-measure) during the interaction, including:

- whether the chatbot was able to understand the customer;
- whether the chatbot was able to respond to the specific question being asked;
- whether there was first-contact resolution; and, if so,
- whether the chatbot [transferred the customer to an agent](https://www.techtarget.com/searchcustomerexperience/news/252465487/Ada-looks-to-improve-chatbot-handoff-with-AI-powered-Ada-Glass) when the question could not be understood.

## 2\. Completion rates

> Evaluating key metrics is necessary to ensure that this self-service technology supports customer needs in a simple, yet effective manner.

The [self-service completion rate](https://www.techtarget.com/whatis/definition/self-service-rate-self-service-bounce-rate) is another of the important chatbot success metrics to calculate. Measuring completion rates in bots is similar to that of an interactive voice response system. One of the major goals of chatbot automation is the reduction of expenses via a higher level of self-service.

If a customer is transferred to an agent, it is necessary to identify at what point the caller ends an interaction with a bot and begins interaction with an agent. This analysis helps identify opportunities to improve chatbot comprehension, scripting and potential additional functionality to improve self-service levels.

## 3\. Reuse rates

It is equally important to identify customers who have used chatbots previously to see if they reuse the bot vs. quickly default to an agent. This provides insight above and beyond the feedback from customer satisfaction surveys by identifying whether customers were satisfied with their previous chatbot interactions.

## 4\. Speech analytics feedback

There is also opportunity to use [speech analytics](https://www.techtarget.com/searchcustomerexperience/definition/speech-analytics) to examine customer interactions with chatbots as a [success metric](https://chatbotslife.com/must-have-kpis-for-chat-bots-b75b9efddfb9).

Analyzing the specific elements and tone of the call -- including customer frustration levels and whether a customer must repeat themselves -- can provide insight into [how bot interactions work](https://www.techtarget.com/searchcustomerexperience/tip/5-ways-a-chatbot-for-the-contact-center-can-help-workflow) and identify opportunities for improvement.

#### Related Resources

- [Keys to Revolutionize Marketing and Sales With Generative AI](https://www.bitpipe.com/detail/RES/1712857968_532.html)–AWS
- [Closing the Gap: How to Engage Buyers and Empower Vendors for the Future](https://www.bitpipe.com/detail/RES/1711739049_333.html)–TechTarget
- [Keys to Revolutionize Marketing and Sales With Generative AI](https://www.bitpipe.com/detail/RES/1712247359_46.html)–AWS
- [Four Tips to Get Started on Your Intent Journey](https://www.bitpipe.com/detail/RES/1711739048_518.html)–TechTarget

#### Dig Deeper on Marketing and sales

- [**AI ushering new era of intelligent CX**\
\
![JoeO’Halloran](https://cdn.ttgtmedia.com/rms/computerweekly/Joe-OHalloran-2022-140x180px.jpg)\
\
By: Joe O’Halloran](https://www.computerweekly.com/news/366567114/AI-ushering-era-of-intelligent-CX)
- [**How generative AI will sink or swim in customer service**\
\
![DonFluckinger](https://cdn.ttgtmedia.com/rms/onlineimages/don_fluckinger.jpg)\
\
By: Don Fluckinger](https://www.techtarget.com/searchcustomerexperience/opinion/How-generative-AI-will-sink-or-swim-in-customer-service)
- [**9 dos and don'ts for training a chatbot**\
\
![AmandaHetler](https://cdn.ttgtmedia.com/rms/onlineimages/hetler_amanda.jpg)\
\
By: Amanda Hetler](https://www.techtarget.com/whatis/feature/Dos-and-donts-for-training-a-chatbot)
- [**AI chatbots don't need to be sentient, they just need to work**\
\
![DonFluckinger](https://cdn.ttgtmedia.com/rms/onlineimages/don_fluckinger.jpg)\
\
By: Don Fluckinger](https://www.techtarget.com/searchcustomerexperience/feature/AI-chatbots-dont-need-to-be-sentient-they-just-need-to-work)

#### Related Q&A from [Scott Sachs](https://www.techtarget.com/contributor/Scott-Sachs)

##### [10 must-have contact center skills for agents in 2024](https://www.techtarget.com/searchcustomerexperience/answer/Nine-skills-every-call-center-agent-job-requires)

Contact center agents must have a wide range of interpersonal and technological skills to interact with customers and resolve their issues in a ...
[Continue Reading](https://www.techtarget.com/searchcustomerexperience/answer/Nine-skills-every-call-center-agent-job-requires)

##### [How to calculate call center utilization rates](https://www.techtarget.com/searchcustomerexperience/answer/How-is-call-center-agent-utilization-calculated)

Customer service leaders use metrics like call center utilization rates to track performance and CX. Leadership must learn the effects of these rates...
[Continue Reading](https://www.techtarget.com/searchcustomerexperience/answer/How-is-call-center-agent-utilization-calculated)

##### [What does a customer success manager do?](https://www.techtarget.com/searchcustomerexperience/answer/What-is-the-role-of-a-customer-success-manager)

The customer success manager is an essential CX role that takes a proactive approach to ensuring customer loyalty and retention when the sales ...
[Continue Reading](https://www.techtarget.com/searchcustomerexperience/answer/What-is-the-role-of-a-customer-success-manager)

Sponsored News

- [Three Innovative AI Use Cases for Natural Language Processing](https://www.techtarget.com/searchcio/MulticloudbyDesign/Three-Innovative-AI-Use-Cases-for-Natural-Language-Processing)–Dell Technologies
- [AI & Healthcare: Truth Behind the Buzz and a Path Forward](https://www.techtarget.com/revcyclemanagement/GreenwayHealth/AI-Healthcare-Truth-Behind-the-Buzz-and-a-Path-Forward)–Greenway Health
- [A Generative AI Use Case Brought to Life with Solutions from Dell Technologies](https://www.techtarget.com/searchdatacenter/ServerBuyingConsiderations/A-Generative-AI-Use-Case-Brought-to-Life-with-Solutions-from-Dell-Technologies)–Dell Technologies and Intel
- [See More](https://www.techtarget.com/searchcustomerexperience/sponsored_communities)

Related Expert Q&A

- [How do you create a chatbot and connect it to ...](https://www.techtarget.com/searchcustomerexperience/answer/How-do-you-create-a-chatbot-and-connect-it-to-Salesforce)– Customer Experience
- [What chatbot evaluation metrics do you use to measure...](https://www.techtarget.com/searchcustomerexperience/answer/What-chatbot-evaluation-metrics-do-you-use-to-measure-performance)– Customer Experience
- [How do you determine the right point for ...](https://www.techtarget.com/searchcustomerexperience/answer/How-do-you-determine-the-right-point-for-chatbot-human-handoff)– Customer Experience

Latest TechTarget resources

- Content Management
- Unified Communications
- Data Management
- Enterprise AI
- ERP

[Content Management](https://www.techtarget.com/searchcontentmanagement/)

- [The top 7 enterprise content management certifications](https://www.techtarget.com/searchcontentmanagement/tip/The-top-enterprise-content-management-certifications)
These enterprise content management certifications can help business and IT professionals advance their careers and get more out ...

- [How to take advantage of Copilot for SharePoint](https://www.techtarget.com/searchcontentmanagement/tip/How-to-take-advantage-of-Copilot-for-SharePoint)
Copilot -- Microsoft's AI chatbot tool -- works in several other apps, including SharePoint. Together, Copilot and SharePoint can...

- [4 information governance challenges and how to overcome them](https://www.techtarget.com/searchcontentmanagement/tip/4-information-governance-challenges-and-how-to-overcome-them)
Organizations often neglect information governance in favor of more revenue-generating initiatives. This leads to challenges with...


[Unified Communications](https://www.techtarget.com/searchunifiedcommunications/)

- [How to enable and set up Copilot in Microsoft Teams](https://www.techtarget.com/searchunifiedcommunications/tip/How-to-enable-and-set-up-Copilot-in-Microsoft-Teams)
Microsoft 365 Copilot, an AI assistant, offers several promising features. Find out how to configure Copilot with Teams workflows...

- [How does Copilot enhance the user experience in Teams?](https://www.techtarget.com/searchunifiedcommunications/tip/How-does-Copilot-enhance-the-user-experience-in-Teams)
With its AI capabilities, Microsoft Copilot provides several enhancements to Microsoft Teams functionality, including meeting ...

- [How CPaaS improves CX operations and efficiency](https://www.techtarget.com/searchunifiedcommunications/tip/How-CPaaS-improves-CX-operations-and-efficiency)
Organizations have ramped up their use of communications platform as a service and APIs to expand communication channels between ...


[Data Management](https://www.techtarget.com/searchdatamanagement/)

- [5 data governance framework examples](https://www.techtarget.com/searchdatamanagement/tip/5-data-governance-framework-examples)
Data governance isn't plug and play: Organizations must select which data governance framework best fits their business goals and...

- [Oracle keeps AI focus with database updates, new data lake](https://www.techtarget.com/searchdatamanagement/news/366610213/Oracle-keeps-AI-focus-with-database-updates-new-data-lake)
Updates to HeatWave and Database 23ai, along with the introduction of Intelligent Data Lake, are all aimed at better enabling ...

- [Exploding interest in GenAI makes AI governance a necessity](https://www.techtarget.com/searchdatamanagement/feature/Exploding-interest-in-GenAI-makes-AI-governance-a-necessity)
With more employees of organizations now using artificial intelligence tools to inform business decisions, guidelines that ensure...


[Enterprise AI](https://www.techtarget.com/searchenterpriseai/)

- [OpenAI releases new models that provide better reasoning](https://www.techtarget.com/searchenterpriseai/news/366610592/OpenAI-releases-new-models-that-provide-better-reasoning)
While reasoning is a needed move toward workflows based on AI agents, it does not solve the problem of bias in large language ...

- [Oracle launches over 50 AI Agents for business use](https://www.techtarget.com/searchenterpriseai/news/366610494/Oracle-launches-over-50-AI-Agents-for-business-use)
The new agents will automate business processes. The agents show the growth in generative AI and move the market beyond the ...

- [13 steps to achieve AI implementation in your business](https://www.techtarget.com/searchenterpriseai/tip/10-steps-to-achieve-AI-implementation-in-your-business)
AI technologies can enable and support essential business functions. But organizations must have a solid foundation in place to ...


[ERP](https://www.techtarget.com/searcherp/)

- [New AI and sustainability on tap for Oracle Fusion Cloud](https://www.techtarget.com/searcherp/news/366610572/New-AI-and-sustainability-on-tap-for-Oracle-Fusion-Cloud)
Oracle unveils new capabilities for AI use cases, smart manufacturing and sustainability for Oracle Fusion Cloud SCM applications...

- [5 steps for creating ERP implementation communication plan](https://www.techtarget.com/searcherp/tip/Steps-for-creating-ERP-implementation-communication-plan)
Communicating effectively about an ERP implementation is a must because of the complexity and stress of the project. Learn what ...

- [The 7 stages of the ERP project lifecycle](https://www.techtarget.com/searcherp/tip/The-stages-of-the-ERP-project-lifecycle)
The stages of an ERP project lifecycle are selection, planning, training, testing, deployment, support and the ...


- [About Us](https://www.techtarget.com/editorial/)
- [Editorial Ethics Policy](https://www.techtarget.com/techtarget-editorial-ethics-policy/)
- [Meet The Editors](https://www.techtarget.com/editorial-contacts/)
- [Contact Us](https://www.techtarget.com/contact-us/)
- [Advertisers](https://www.techtarget.com/for-advertisers/)
- [Partner with Us](https://www.techtarget.com/partner-with-us/)
- [Media Kit](https://www.techtarget.com/wp-content/uploads/2023/09/TechTarget-Media-Kit-Handout-with-product-descriptions.pdf)
- [Corporate Site](https://www.techtarget.com)

- [Contributors](https://www.techtarget.com/searchcustomerexperience/contributors)
- [Reprints](https://licensing.ygsgroup.com/ygspublishersolutions/)
- [Answers](https://www.techtarget.com/searchcustomerexperience/answers)
- [Definitions](https://www.techtarget.com/searchcustomerexperience/definitions)
- [E-Products](https://www.techtarget.com/searchcustomerexperience/eproducts)
- [Events](https://www.brighttalk.com/summits)
- [Features](https://www.techtarget.com/searchcustomerexperience/features)

- [Guides](https://www.techtarget.com/searchcustomerexperience/guides)
- [Opinions](https://www.techtarget.com/searchcustomerexperience/opinions)
- [Photo Stories](https://www.techtarget.com/searchcustomerexperience/photostories)
- [Quizzes](https://www.techtarget.com/searchcustomerexperience/quizzes)
- [Tips](https://www.techtarget.com/searchcustomerexperience/tips)
- [Tutorials](https://www.techtarget.com/searchcustomerexperience/tutorials)
- [Videos](https://www.techtarget.com/searchcustomerexperience/videos)

All Rights Reserved, [Copyright 2019 - 2024](https://www.techtarget.com/searchcustomerexperience/about/copyright), TechTarget

[Privacy Policy](https://www.techtarget.com/privacy-policy/)

Cookie Preferences

Cookie Preferences

[Do Not Sell or Share My Personal Information](https://techtarget.zendesk.com/hc/en-us/requests/new?ticket_form_id=360004852434)

Close