Re:amaze includes AI reporting tools that give you deeper visibility into how AI and chatbots are used across customer conversations. These reports help you understand AI involvement, measure chatbot performance, and track how AI impacts team productivity.
On the AI Reports page, you can toggle between two views:
- AI/Chatbot Report
- AI Productivity Report
Each report focuses on different aspects of AI usage and effectiveness.
AI/Chatbot Report
The AI/Chatbot Report shows how chatbots and AI contribute to customer conversations, including how often bots engage, resolve questions, or escalate conversations to your team.
This report includes the following metrics:
- AI Impact Rate: The percentage of conversations where AI was involved at any point.
- Team Time Saved: Measures the time between a customer’s first message and when the conversation is escalated.
- Customer Waiting Time Saved: An estimated time savings calculated by multiplying your average first response time by the number of bot-assisted conversations.
- Content Score: A percentage score out of 100% that reflects how much of your chatbot and support content setup is complete. Each setup action contributes a specific percentage toward the total score. As you complete more content and configuration steps, your Content Score increases. The Content Score is calculated based on the following actions:
- Created conversation starters for chat (+10%)
- Enabled bots for chat (+10%)
- Turned on chatbots (+20%)
- Created an FAQ article (+10%)
- Created 20 FAQ articles (+20%)
- Created a workflow (+10%)
- Set up Custom AI Context (+20%)
- Chatbot Impact Over Time: A visual chart showing trends for chatbot participation, resolution rates, and escalation rates over time.
- Chatbot Order Attribution: The total order revenue associated with conversations where a chatbot was involved.
AI Productivity Report
The AI Productivity Report helps track AI usage and effectiveness across your support team.
- Total Usage: The number of times customer-facing AI features were used.
- Involvement Rate: Percentage of conversations that included at least one AI feature.
- Success Rate: Measures the number of successful AI API requests.
- Content Score: Also included in this report to track AI setup progress.
- Total Usage Over Time Chart: Displays usage trends for AI features.
- Detailed AI Usage: Lists total usage per AI feature, top user, and comparisons to previous periods.
These reporting updates provide a clearer view of how AI and automation impact your support operations. Use them to refine workflows, improve response times, and maximize AI efficiency within Re:amaze.