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How to Evolve Your Chatbot Using Contact Journey Analysis

  • Updated

Index:

  1. Attention to Exits
  2. Unwanted Loops
  3. Most Used Features
  4. What Your Chatbot Still Doesn’t Resolve (Coming Soon)

 

The Contact Journey is an analysis feature that allows you to visualize how your chatbot users are behaving within your conversational flow, by stage and by period.

On the screen, you will be able to see: which blocks users passed through during contact, in which blocks users left the conversation, which blocks have the fewest and the most user interactions, etc.

In this article, you will find 4 tips on how to evolve your chatbot using Contact Journey analysis

 

Attention to Exits

The exit represents the point where your contacts stopped interacting with your chatbot, and that’s why it’s very important to pay attention to them (it’s not for nothing that they are highlighted in orange).
Ideally, your contacts stop interacting with your chatbot when they receive the desired information, meaning when they reach the desired point of the conversational flow and no longer need to continue the interaction for the time being. If the orange blocks appear after blocks that indicate the user has reached the end of the conversational flow, everything is fine.

However, we know that many times contacts stop interacting in the middle of the flow, without achieving their objectives. With the Contact Journey, it’s easy to identify which are the undesired exit points that deserve special attention.

An important tip is to focus on those blocks where the percentage of users who go to the exit instead of continuing in the flow is large. To easily identify these blocks, click on them to highlight the paths followed by your contacts.

saida-1.png

Once you identify the exit point, go back to the Builder to analyze the message the user is receiving and what action is expected. A classic point of flow breakage is the request for personal data, so try to make it clear why you need this information.

 

Unwanted Loops

During a conversation with a chatbot, the user may fall into loops, either due to a flow direction failure, difficulty in intention identification in the NLP, or a data verification failure. Besides creating a bad experience, this can lead the user to give up continuing the conversation with the chatbot.

With the Contact Journey, you can check if your users are falling into these unwanted cycles. To do this, see if there are repeated blocks in succession in your flow, or if the exceptions block appears frequently, indicating that the user’s typed message was not understood.

Note, these blocks appear in light blue. Thus, you should identify them by name.

looping-1.png

 

Most Used Features

From the analysis of the Contact Journey, it is possible to verify the most used features in your chatbot. Check if there are many steps between the start of the user’s interaction and the conclusion of their objective with that feature. The more you need to drag the diagram view to the right, the more steps the user needs to go through to complete their interaction.

Try to reduce these steps to facilitate the conversation. Check if there are unnecessary steps or if you can include this feature in the main menu of your chatbot.

 

What Your Chatbot Still Doesn’t Resolve (Coming Soon)

Exception flows are a great source of ideas to evolve your chatbot. In general, they indicate user inputs and desires that have not yet been mapped as a feature of your chatbot.

By clicking on the exception block, you will have access to the list of contacts that passed through that block, and you will be able to view the exchanged messages, facilitating the mapping of functionalities that your chatbot does not have yet.

 

To access the Contact Journey, click here and confirm the login on the Blip platform. Select the chatbot, go to Analysis, and then Contact Journey.

 

For more information, visit the discussion on this topic in our community or watch the videos on our channel. 😃

 

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