How to Use Contact Journey to Analyze Chatbot Conversation Flow

Index:

1. Where to Find Contact Journey in the Blip Platform
2. Two Key Actions for Using Contact Journey
3. Contact Journey Screen
4. Generating and Using Insights from Chatbot Flow Analysis

Contact Journey Beta¹ is an analytical feature that allows you to visualize how users of your chatbot have behaved within your conversational flow, by step and over time.

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 addition to generating insights that will help you evolve your Smart Contact and engage with your users (inside and outside the conversation flow).

 

Where to Find Contact Journey in the Blip Platform

Contact Journey is located within the chatbot, under the Analysis module.
You can access it from the left-hand side menu.

 

Two Key Actions for Using Contact Journey

Before using Contact Journey, you need to perform two actions that will feed the feature with data and information from your flow.

• Enable Automatic Tracking

Automatic tracking is a Builder feature that records an event for every block in the chatbot flow. This means that user behavior will be mapped through this feature and then displayed on the Contact Journey screen.

• See How to enable automatic tracking.

Once enabled, you need to republish your flow and wait a few hours for sufficient data to be collected and displayed.

If your chatbot's contact volume is low, this time may vary beyond a few hours.

In some cases, automatic tracking may be enabled, but the condition of sufficient data also applies. If it's low, focus on promoting your chatbot to increase contact volume. But if it's sufficient, you'll already see it on the Contact Journey screen.

Note: We suggest enabling this feature even if you're not yet using Contact Journey, as the mapped data and information are used by other Analysis module features, such as Custom Reports, and may be used in future releases.

• Review Flow Block Names (in Builder)

Identifying flow blocks is generally the responsibility of the person constructing the chatbot in the Builder.
However, reviewing them (and replacing them when necessary) will enable any professional to analyze the Contact Journey screen and extract information that supports decision-making - to evolve Smart Contact, improve user relationships, develop and optimize processes, etc.

Therefore, ensure that block names are understandable and straightforward, especially if you have a lengthy flow.

 

Contact Journey Screen

The structure of the Contact Journey screen will not change from one chatbot to another.
It will always feature the date filter, data diagram, and horizontal scroll bar.

• Date Filter

In the date filter, you should select the period you want to analyze (start and end dates) within a range of up to five days, and apply it.

During the Beta version, Contact Journey will only provide data from the previous 30 days up to the query date.

• Data Diagram

In the data diagram, your chatbot flow will be presented in columns with nodes, corresponding to conversation steps and blocks, and edges, marking paths followed by users.

To simplify data visualization, three types of nodes have been created:

• in Blue, identified with the same names as the flow blocks (in Builder), representing individual blocks most used by users;
• in Dark Gray, identified as "Others", representing a set of less used blocks by users; and
• in Orange, identified as "Exit", representing the point where users stopped conversing with the chatbot.

Hovering over an edge or selecting a node allows you to highlight its origin and destination blocks, along with the number of users who reached that point.

• Horizontal Scroll Bar

The horizontal scroll bar is located at the bottom of the data diagram and should be used for full visualization of the mapped flow.

 

Generating and Using Insights from Chatbot Flow Analysis

With the data presented in Contact Journey, you should formulate hypotheses for improving flow and conversation to conduct tests.

For example, you can take a block with a high user exit rate [data] and ask “Is it expected for my users to exit at this step?”, meaning you designed your flow so that at this step, most of your users have had their issue that prompted them to contact resolved [insight].

Let’s consider the same data and insight. If you use a CRM tool, consider searching for attributes [hypothesis] that can guide direct contact or product offerings [test]. Or if you use an email dispatch tool, consider sending an email to users [hypothesis] for evaluation of service or even asking if their issue has been resolved [test].

 

 

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