Mike HeapMike is an experienced Product Manager who focuses on all the “non-development” areas of My AskAI, from finance and customer success to product design, copywriting, testing and more.
Table of Contents
- What does good chatbot analytics actually need to show you?
- 1. It tells you how many tickets it resolves and how many it hands to your team
- 2. It tells you what customers are asking about
- 3. You can open any conversation and see what it said and why
- 4. It shows you how customers felt, on every conversation
- 5. It shows you what it got wrong or couldn't answer
- 6. It keeps a record of what it did
- How did I score these chatbot analytics tools?
- How do the 7 chatbot analytics tools compare at a glance?
- Which AI chatbot analytics dashboard scores highest?
- Where does AI agent reporting mislead a support team?
- Failure mode 1: The resolution number counts customers who gave up
- Failure mode 2: You hear about a wrong answer from a customer before your reports show it
- Failure mode 3: It did something on an account and nobody can say what or why
- Can My AskAI show you what its AI agent is doing?
- How does My AskAI show you what its AI agent is doing?
- How does it handle the 6 things a support team needs?
- Who's using My AskAI?
- How does My AskAI price for 2,000 tickets a month?
- Can Intercom Fin show you what its AI agent is doing?
- How does Intercom Fin show you what its AI agent is doing?
- How does it handle the 6 things a support team needs?
- Who's using Intercom Fin?
- How does Intercom Fin price for 2,000 tickets a month?
- Can Zendesk show you what its AI agent is doing?
- How does Zendesk show you what its AI agent is doing?
- How does it handle the 6 things a support team needs?
- Who's using Zendesk?
- How does Zendesk price for 2,000 tickets a month?
- Can Freshdesk Freddy AI show you what its AI agent is doing?
- How does Freshdesk Freddy AI show you what its AI agent is doing?
- How does it handle the 6 things a support team needs?
- Who's using Freshdesk Freddy AI?
- How does Freshdesk Freddy AI price for 2,000 tickets a month?
- Can Fini show you what its AI agent is doing?
- How does Fini show you what its AI agent is doing?
- How does it handle the 6 things a support team needs?
- Who's using Fini?
- How does Fini price for 2,000 tickets a month?
- Can eesel AI show you what its AI agent is doing?
- How does eesel AI show you what its AI agent is doing?
- How does it handle the 6 things a support team needs?
- Who's using eesel AI?
- How does eesel AI price for 2,000 tickets a month?
- Can Chatbase show you what its AI agent is doing?
- How does Chatbase show you what its AI agent is doing?
- How does it handle the 6 things a support team needs?
- Who's using Chatbase?
- How does Chatbase price for 2,000 tickets a month?
- What does an AI agent with proper reporting cost at 2,000 tickets a month?
- So which AI customer service agent has the best chatbot analytics?
- FAQs
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This post scores seven AI customer service agents out of 80 on six chatbot analytics jobs, helpdesk fit and monthly cost at 2,000 tickets. My AskAI leads on 66 for topics, AI CSAT and price, eesel AI is second on 61 and Intercom Fin third on 59.
Your AI agent has been live for a few weeks, and someone above you asks whether it's working. All you have is one headline percentage on a dashboard and maybe twenty conversations you've read out of thousands, and you're not sure what that number actually counts. You can't yet say which answers went wrong, why the AI gave them, or what it did when a customer asked for a refund.
Every AI support agent in this post comes with a dashboard. Before you rely on one, check that it gives you a resolution number you can trust, a way to open any single conversation and see why the AI answered the way it did, and a way to check what it did on a customer's account afterwards.
I'm Mike, co-founder of My AskAI. We help 200+ ecommerce and SaaS businesses run AI customer service inside the helpdesk they already use, so I'm not a neutral party, and My AskAI is one of the seven agents below.
I scored all seven on the six things good reporting has to show you, plus whether each one works in your helpdesk and what it costs at 2,000 tickets a month next to a team answering everything by hand. Good reporting also gives the team something to fix: YouGarden reviews its AI's conversations regularly and has turned what it found into new custom answers.
The best AI customer service agents for chatbot analytics, led by My AskAI at $379 a month on its Pro plan for 2,000 tickets split evenly between chat and email:
- My AskAI - best for topics and satisfaction on every conversation - Groups every conversation into topics, alerts you when a new one appears and scores each one for AI CSAT with its reason. Its record of actions is the replies, notes and tags it leaves in your helpdesk.
- eesel AI - best for a record of every action the AI took - The Activity page shows each action, its sources and its reasoning, plus who approved it. The current Reports page has no resolution or handover card.
- Intercom Fin - best for teams already on Intercom - Escalation reasons and content fixes ranked by impact, with a quality score on chat and email. Most of that needs the $99 Pro add-on.
- Chatbase - best for a website chatbot with no helpdesk - Topics and sentiment detected automatically on paid plans, at about $230 a month on our estimate of its usage. Its analytics run a day behind.
- Fini - best for a logged result on each action - Each action it takes shows its result, and conversations are clustered into topics. Its plan includes a monthly allowance of resolutions, then $0.89 for each one past it, and the pricing page doesn't show the plan's own fee.
- Zendesk - best for staying inside Zendesk reporting - Its AI agent dashboard updates hourly and conversation logs show the actions applied. Scoring AI conversations automatically needs the QA add-on.
- Freshdesk Freddy AI - best for Freshdesk chat teams on Omni - A journey view of resolved, escalated and abandoned chats. Its Performance and Improve tabs cover chat AI agents only.
What does good chatbot analytics actually need to show you?
TL;DR: Six things: a resolution and handover number you can trust, the topics driving your volume, the sources and reasoning behind any single reply, a satisfaction score across every conversation, the answers it got wrong or couldn't give, and a record of actions such as refunds.
Good chatbot analytics covers the six jobs below, from counting resolutions to keeping a record of what the AI did.
1. It tells you how many tickets it resolves and how many it hands to your team
You need a resolution number and a handover number with a definition you can check. Ask for the definition, because it decides whether the number means anything. A tool that counts a customer who gave up as "resolved" inflates its resolution number every month.
Good reporting here shows both numbers over time, covers every channel the AI works on, and lets you export them to share. Our guide to containment, deflection and resolution explains how the three terms differ, and our KPI guide covers which numbers to put in front of your boss.
2. It tells you what customers are asking about
The AI should group conversations into topics on its own, so you can see what's driving volume without reading tickets. I gave the higher marks to tools that also tell you when a topic is new or growing (often the first warning of a broken checkout, a shipping delay or a confusing policy).
Without this, you find out what customers are asking the slow way, by reading a sample and guessing. One founder describes their team doing it by hand:
"We dump our chat logs into a spreadsheet and tag each convo with: issue type, resolution status, and topic clusters." - a founder on r/startups
3. You can open any conversation and see what it said and why
When a customer sends a screenshot of a strange answer, your team needs to open that conversation and see which sources the AI used and why it replied that way. That has to work on live conversations, since a test preview can't show you what happened with a real customer.
We built our own inspection features for exactly this reason. When our customers reported the AI making something up, most of the time it had used a help article that was wrong or out of date. Tracing the answer back to its source showed the team which article to fix.
4. It shows you how customers felt, on every conversation
5. It shows you what it got wrong or couldn't answer
The reporting should bring the handed-over conversations and the badly answered ones to someone who can fix them, so your team doesn't have to stumble on them. I scored highest the tools that go a step further and suggest the fix. Finding what your help center is missing is a job of its own, and our roundup of tools that find missing help content covers it in depth.
6. It keeps a record of what it did
Once the AI can issue a refund, cancel a subscription, tag a ticket or hand over, you need to see those actions after the fact. The record should be in the conversation where the action happened and be findable later, so a disputed refund can be checked in minutes. Our SOC 2 roundup covers security certification.
If a tool only counted resolutions and grouped topics, you'd have a number to report but no way to check it or improve it. On our side, Insights, Echo and Inspect & Logs fully cover five of the six.
How did I score these chatbot analytics tools?
TL;DR: Eight criteria scored out of 10: the six jobs above, plus whether it works inside the helpdesk you already run and what it costs a month at 2,000 tickets with the reporting switched on.
The eight criteria are the six jobs, plus two that decide whether you can buy the tool. The scores come from each vendor's help docs, pricing and product pages. If a report needs a higher plan or a paid add-on, a tool gets credit for it only when that plan or add-on is in the price I've quoted.
I've grouped the seven tools into three kinds, because where the AI runs decides where you read its reports:
- My AskAI, eesel AI and Fini install into the helpdesk you already run.
- Zendesk and Freshdesk Freddy AI are built into their own helpdesks and report there, as Intercom Fin does in Intercom. Fin also runs as a standalone agent on Zendesk and Salesforce, with its reports in Fin's own workspace.
- Chatbase answers in its own widget and can reply to Zendesk tickets directly, with its reports in a dashboard of its own.
Here are the eight criteria:
- Resolution and handover reporting - a resolution and handover number with a stated definition, a trend, every channel and an export.
- What customers are asking about - topics grouped automatically, with new or growing ones brought to your attention.
- What it said and why - the sources and reasoning behind any reply, on live conversations.
- How customers felt - a quality or satisfaction score across all AI conversations.
- What it got wrong or couldn't answer - handed-over and badly answered questions surfaced with a route to fix them.
- A record of what it did - actions on a customer's account, visible afterwards in the conversation.
- Works in the helpdesk you already run - the AI and its reporting working inside your current helpdesk.
- Monthly cost at 2,000 tickets - the lowest plan that covers the volume and the reporting scored.
Each criterion counts the same toward the overall score out of 80.
How do the 7 chatbot analytics tools compare at a glance?
TL;DR: My AskAI leads on 66 of 80, mostly on topics, satisfaction on every conversation and price, with eesel AI second on 61 for its record of actions. Intercom Fin, third on 59, is the pick for a team already on Intercom, and Chatbase is the budget pick for a website chatbot.
Here's how the seven tools scored on each criterion:
(scores out of 10) | My AskAI | eesel AI | Intercom Fin | Chatbase | Fini | Zendesk | Freshdesk Freddy AI |
Resolution and handover reporting | 8 | 5 | 9 | 7 | 7 | 9 | 7 |
What customers are asking about | 9 | 6 | 8 | 7 | 6 | 6 | 7 |
What it said and why | 9 | 9 | 8 | 6 | 7 | 8 | 6 |
How customers felt | 9 | 7 | 8 | 7 | 6 | 5 | 4 |
What it got wrong or couldn't answer | 8 | 9 | 9 | 7 | 7 | 7 | 7 |
A record of what it did | 5 | 9 | 6 | 8 | 8 | 8 | 6 |
Works in the helpdesk you already run | 9 | 9 | 7 | 6 | 8 | 4 | 4 |
Monthly cost at 2,000 tickets | 9 | 7 | 4 | 9 | 5 | 3 | 5 |
Overall | 66 | 61 | 59 | 57 | 54 | 50 | 46 |
Same eight criteria, in plain words:
Criterion | My AskAI | eesel AI | Intercom Fin | Chatbase | Fini | Zendesk | Freshdesk Freddy AI |
Resolution and handover reporting | Defined, trended, nightly refresh | No resolution card | 14 escalation reasons | Defined, one day behind | By channel, feedback-corrected | Hourly, messaging and email | Chat journey only |
What customers are asking about | Every conversation, new-topic alerts | Written trend reports | Topics Explorer on Pro | Automatic, paid plans | Clusters every conversation | Suggestions; intents need Copilot | Topic tree, chat |
What it said and why | Ask Echo, any conversation | Sources and step-by-step reasoning | Sources; reasoning via Operator | Logs and matched Q&A | Articles used per reply | Resources used, reasoning plan | Per-source and test views |
How customers felt | AI CSAT with reason | AI rating of answers | CX Score on Pro | Sentiment plus thumbs | Sentiment; CSAT from surveys | Surveys; QA add-on scores | Feedback widgets only |
What it got wrong or couldn't answer | Escalated filter, fix tips | Missing-knowledge cards, past-ticket tests | Content fixes ranked by impact | Low-confidence filter | Escalation reasons, team feedback | Not-understood filters | Improve tab, chat |
A record of what it did | Replies, notes, tags in helpdesk | Every action, every approval | Procedure steps only | Actions filterable by result | Action results logged | Actions applied in logs | Workflow start and finish |
Works in the helpdesk you already run | Zendesk, Intercom, Freshdesk, Gorgias, HubSpot | Zendesk, Intercom, Freshdesk, Gorgias, HubSpot | Intercom, Zendesk, Salesforce | Own widget; replies in Zendesk | Zendesk, Intercom, Gorgias, HubSpot | Zendesk only | Freshdesk only |
Monthly cost at 2,000 tickets | $379 on Pro | $999 credit plan | $1,407 with Pro | $230 on Standard | Growth plan, fee not shown | $2,350 AI charge | $1,015 with Copilot |
Which AI chatbot analytics dashboard scores highest?
My AskAI leads on 66 because every conversation gets a topic and an AI CSAT score with its reason, and the bill for 2,000 tickets split evenly between chat and email is $379 on Pro. On the record of what it did it scores 5, a point behind Intercom Fin and Freshdesk Freddy AI, while four others (eesel AI, Chatbase, Fini and Zendesk) log each action in the conversation itself.
eesel AI is second on 61. It has the fullest record of actions, a 9 on why the AI answered as it did, and its lowest score, a 5, on resolution reporting.
Intercom Fin, on 59, has the best resolution and escalation reporting in the set alongside Zendesk. It's the pick for a team already on Intercom, though I scored its price a 4 because the reporting I scored is in a $99 add-on. For a website chatbot with no helpdesk behind it, Chatbase gives you topics and sentiment for about $230 on our estimate of its usage.
Chatbase is the only tool here with a published price below My AskAI's $379.
Where does AI agent reporting mislead a support team?
TL;DR: Three ways: the resolution number counts customers who gave up, you hear about a wrong answer from a customer before your reports show it, and the AI does something on an account that nobody can trace afterwards.
These are the three things I'd check before trusting a dashboard with your team's reporting.
Failure mode 1: The resolution number counts customers who gave up
A conversation that ended because the customer couldn't reach a person often ends up in the "resolved" column. Our own definition counts a conversation as resolved when the customer didn't ask for a person, and Intercom counts an assumed resolution when a customer exits the conversation without requesting further assistance, so both rely on customers being able to reach someone. One team found out the hard way what their number was hiding:
"turns out 'no ticket submitted' included everyone who rage-quit." - a SaaS operator on r/SaaS
Ask for a written definition you can read, a handover that's easy for customers to reach, and the ability to open the conversations behind the number. An easy handover means fewer customers give up and get counted as resolved. Our explainer on autonomous resolution covers how to read it.
Failure mode 2: You hear about a wrong answer from a customer before your reports show it
If only survey respondents are scored, most bad answers never show up in a report. When one does surface, usually as an angry reply or a screenshot, nobody can see why the AI said it. A team lead in a customer service forum described the problem:
"As a team lead I'd rather know why calls keep going wrong than just hear about one bad call during QA." - a team lead on r/CustomerService
You want every conversation scored, and any reply traceable to the article it came from. Our guide to AI hallucination covers what to do when a bad answer traces back to an out-of-date help article.
Failure mode 3: It did something on an account and nobody can say what or why
A refund, a cancellation or a changed plan needs a record the team can find later. Without one, when a customer disputes a refund, your agent has no way to see what the AI checked before issuing it.
The fix is each action shown in the conversation where it happened, with enough detail to explain it. eesel AI's Activity page, for instance, shows every action the agent took and who approved it. Zendesk's conversation logs list the actions applied to each conversation. When you're in a demo, ask to see a refund the AI made last week and trace it back.
For the first of the three problems above, our resolution count relies on a handover that's easy to reach, since the AI hands over when a customer asks, when it can't answer or when it detects frustration. Inspect & Logs lets you open the conversations behind the number. For the second, Insights gives every conversation an AI CSAT score and Echo explains any answer. For the third, our record of actions is on the ticket in your helpdesk itself.
Can My AskAI show you what its AI agent is doing?
TL;DR: My AskAI covers 5 of the 6 jobs fully, with topics and AI CSAT on every conversation and Echo to explain any answer, and its record of actions is the replies, notes and tags it leaves in your helpdesk. It costs $379 a month on Pro for 2,000 tickets split evenly between chat and email.
We built My AskAI to run inside the helpdesk your team already uses, and its reporting is in the My AskAI dashboard alongside it. I point a support leader to Insights first, because it answers "what are customers asking and how did they feel" on every conversation, with no sampling.
The second is Echo, our AI assistant inside the dashboard. You ask it in plain language why the agent gave an answer, and it tells you which sources, customer data or guidance it used.
How does My AskAI show you what its AI agent is doing?
After each conversation ends, Insights breaks it into topics, and the topics that need attention rise to the top. When a new topic reaches three similar conversations, an alert goes to the admin and the team by email or Slack. We score 9 on what customers are asking about, for topics on every conversation plus that early alert, a point above Intercom, whose subtopics need 15 questions to form.
Every conversation and ticket also gets an AI CSAT score from a separate AI model, and you can click into any conversation to see the reason for its score. How customers felt is a 9 because every conversation is scored with its reason attached, where eesel AI rates every answer without a written reason.
We count a conversation as "Resolved by AI" when the customer didn't ask to talk to a person. We publish that definition in our docs. Insights shows how the resolution rate changes over time, the median resolution time and handovers, and you can export it to a CSV file or Google Sheets. Resolution reporting scores 8, one below Intercom, which breaks handovers down by reason, and Zendesk, which updates hourly.
For any conversation, you can ask Echo "Why did it say x?" or "Where did it find x information?" and get the answer with its sources. Inspect & Logs gives the same view with filters, including "Escalated to human". We score 9 on what it said and why, because you can ask about any live conversation in plain language, level with eesel AI's step-by-step view.
When the AI hands a conversation over, it writes a note with tips on how to improve the answer for next time, and the escalated filter collects those conversations in one place. You fix them with a custom answer or better source content. What it got wrong scores 8, a point behind eesel AI and Intercom, which test fixes against past tickets or rank them by impact.
Your team identifies each AI action from what it leaves on the ticket in your helpdesk: the replies, internal notes, tags, properties and assignments. On the record of what it did we score 5, a point behind Intercom Fin and Freshdesk Freddy AI. They show Procedure steps or workflow markers in the conversation, and eesel AI, Zendesk, Fini and Chatbase go further and list each action there.
Helpdesk fit scores 9, level with eesel AI, because we install as an app in Zendesk, Intercom, Freshdesk, Freshchat, Gorgias and HubSpot. The AI answers, tags and hands over inside the helpdesk your team already works in, with the reports in our dashboard alongside it.
How does it handle the 6 things a support team needs?
Here's how My AskAI covers each job on the Pro plan:
Job | My AskAI |
Resolution and handover | ✅ published definition, trend, export |
What customers ask about | ✅ every conversation, new-topic alerts |
What it said and why | ✅ Echo and Inspect on any conversation |
How customers felt | ✅ AI CSAT on every conversation, with reason |
What it got wrong | ✅ escalated filter, improvement notes |
Record of what it did | ⚠️ replies, notes, tags and assignments in your helpdesk |
Who's using My AskAI?
YouGarden, an online garden center on Freshdesk, resolves 7,800 of its roughly 12,000 monthly tickets with AI, a 66% rate with 78% AI CSAT. The team ran the AI in Notes mode for a month first, then kept reviewing Insights and using Inspect to find where the agent could improve, and added custom answers from what they found. They also use our AI tagging in Freshdesk to make their ticket reporting more consistent.
TravelJoy, an all-in-one platform for travel advisors, went from 24% resolution with Zendesk AI to 76% on day one after moving to us and is now at 80%, saving 193 hours a month. The team regularly checked Insights to see what people were asking, then fixed what the AI couldn't answer with new custom answers. AI tagging now classifies each ticket on arrival, which replaced their manual contact-reason tagging.
How does My AskAI price for 2,000 tickets a month?
Pro is $199 a month including 1,000 credits, then $0.12 per extra credit. Across the whole post I've assumed an even split of 1,000 chat and 1,000 email tickets.
A typical chat ticket uses about 1 credit and a typical email ticket about 1.5, so 2,000 tickets use about 2,500 credits. The bill is $199 plus 1,500 × $0.12, or $379 a month. Cost scores 9 because, of the other tools with a published price, only Chatbase costs less at this volume.
Insights, Echo and Inspect & Logs are all available on Pro, and you pay per ticket the AI works on, resolved or not. Add-ons such as AI tagging bill on top of that per-ticket rate only if you switch them on. The 30-day free trial has every feature unlocked, unlimited tickets and no card, so you can read Insights on your tickets before you pay anything.
Choose My AskAI if:
- You want every conversation grouped into topics, with an email or Slack alert when a new one appears.
- You want a satisfaction score on every AI conversation, with the reason behind each score.
- You want to ask in plain language why the AI gave an answer, on any live conversation.
- You run Zendesk, Intercom, Freshdesk, Freshchat, Gorgias or HubSpot and want the AI inside it for $379 at 2,000 tickets.
Don't choose My AskAI if:
- You want each action the AI took listed step by step inside the conversation, which eesel AI's Activity page does.
- You need your AI reporting refreshed within the hour, which Zendesk's dashboard does.
- You want every handover broken down by the reason it happened, which Intercom Fin reports across its escalation reasons.
For more on My AskAI, our Insights page, helpdesk integrations page and pricing page cover each part in detail.
Can Intercom Fin show you what its AI agent is doing?
TL;DR: Intercom Fin covers 5 of the 6 jobs fully, with the best escalation reporting and content fixes in the set, but most of its reporting comes with the $99 Pro add-on. At 2,000 tickets, the AI charge plus Pro comes to $1,407 a month.
Fin is Intercom's AI agent, and it also runs on Zendesk and Salesforce as a standalone product. Of the helpdesk-native options I reviewed, its reporting layer, which Intercom calls AI Insights, is the most developed. The catch for a buyer is that CX Score, Topics Explorer, content recommendations and Fin Operator are all part of the Pro add-on.
How does Intercom Fin show you what its AI agent is doing?
On resolution reporting, Fin is the one to beat. Resolutions are split into confirmed and assumed, and escalations carry a reason that takes one of 14 values. You can report by channel and schedule reports to go out to your team. I gave it a 9 for that breakdown of why conversations were handed over, level with Zendesk.
Topics Explorer groups questions into topics and subtopics, and Trends flags shifts week to week. Topics score 8, a point below ours, because a subtopic needs at least 15 questions or tickets before it forms, so small or brand-new topics take a while to appear.
Every AI answer has an Improve answer button that shows the sources it used. The reasoning view is split: a timeline of "Fin's thoughts" appears only when a Procedure ran, and Fin Operator, which can debug any conversation, is part of Pro. I gave it an 8 on what it said and why, one below eesel AI, because Fin lays out its reasoning step by step on Procedure conversations alone, and eesel AI does it on every run.
The CX Score rates each closed conversation over Messenger or email and explains the score, without needing a survey. How customers felt is an 8 because the score doesn't cover phone, and Fin's CSAT survey isn't available over Zendesk tickets.
Fin scores 9 on what it got wrong, level with eesel AI, because content recommendations rank the fixes to your help content by their impact and appear next to the escalation reasons. Its record of actions is a 6: Procedure steps show in the conversation, but what it pulled from your other systems can only be checked for up to 14 days.
Fin works in Intercom and as a standalone agent on Zendesk and Salesforce. I gave it 7 on helpdesk fit because on those two helpdesks the reporting is in Fin's workspace, and on Salesforce, Fin calculates its rates itself, so they don't appear in Salesforce reporting.
How does it handle the 6 things a support team needs?
Here's how Intercom Fin covers each job with the Pro add-on:
Job | Intercom Fin |
Resolution and handover | ✅ confirmed and assumed, 14 escalation reasons |
What customers ask about | ✅ Topics Explorer and Trends |
What it said and why | ✅ sources on every answer; Operator for reasoning |
How customers felt | ✅ CX Score on chat and email |
What it got wrong | ✅ content fixes ranked by impact |
Record of what it did | ⚠️ Procedure steps; data it pulled kept 14 days |
Who's using Intercom Fin?
Glean uses Topics Explorer to decide which documentation to update and where to give Fin more guidance:
"Topics Explorer, for example, lets us see what topics our customers are asking about a lot, and spot areas where I can update our documentation or give Fin specific guidance on how to approach those scenarios." - Glean on fin.ai
Mony Group credits Insights and CX Score with giving it useful feedback across all its conversations.
How does Intercom Fin price for 2,000 tickets a month?
Fin is $0.99 per outcome. At a 60% resolution rate, 2,000 tickets give 1,200 resolutions, or $1,188. The Pro add-on is $99 a month including analysis of 1,000 conversations, then $0.12 per extra conversation, so 2,000 conversations add $219. That's $1,407 a month for the AI and the reporting I scored, before Intercom seats.
On Zendesk, Fin standalone has a $49 base including 50 resolutions, which comes to almost the same figure. An outcome can also include some handovers, so the bill can run higher than resolutions alone. I scored the price a 4 because the bill rises as Fin resolves more and the reporting needs the add-on.
If you want the same reporting habits inside Intercom at a per-ticket price, My AskAI installs as an Intercom app with Insights and Echo available on Pro.
Choose Intercom Fin if:
- You already run Intercom and want escalation reasons and content fixes ranked by impact.
- You want a quality score with its reason on chat and email conversations.
- You're happy to pay for the Pro add-on to get the full reporting set.
Don't choose Intercom Fin if:
- You want the scored reporting without paying for an add-on.
- You're on Zendesk and want Fin's satisfaction survey on your tickets.
- A bill that rises each time the AI resolves more is hard to budget for.
For more on Intercom Fin, read our complete guide to Fin, our Fin alternatives roundup or our side-by-side comparison of My AskAI and Fin.
Can Zendesk show you what its AI agent is doing?
TL;DR: Zendesk covers 3 of the 6 jobs fully, with an hourly AI agent dashboard and conversation logs that show sources, reasoning and actions, included from Suite Team. Scoring AI conversations automatically needs the QA add-on, and the AI charge comes to about $2,350 a month at 2,000 tickets if 60% are resolved by the AI, on pay-as-you-go.
Zendesk's AI agents are included in every Suite and Support plan, and their reporting is inside Zendesk. For a team whose reporting is already in Zendesk, I can see the appeal: there's no second dashboard to check. The decision is which reports come with the plan and which need an add-on.
How does Zendesk show you what its AI agent is doing?
The AI agent Reporting dashboard is included from Suite Team and Support Team. It updates hourly, covers messaging and email, and exports to a spreadsheet. Automated resolutions can be filtered by type, which helps you tell a contained conversation from a verified one. I scored resolution reporting a 9, level with Intercom, for hourly updates across both channels.
For topics, Zendesk suggests new use cases from messages the AI didn't understand, and that's included. What customers are asking about gets a 6 because the ticket intent dashboard needs the Copilot add-on to use in workflows, and that add-on isn't in the price below.
The conversation logs show, for any conversation, the resources the AI used, its reasoning plan and the actions it applied. The logs name the type of resource used, and the knowledge sources report is where you see which specific articles were used. What it said and why is an 8 because of that extra step. I gave the record of actions an 8 as well, since each log lists the actions applied.
For how customers felt, the dashboard shows survey ratings, and Zendesk QA can score AI agent conversations automatically, but QA is an add-on that Zendesk's pricing page lists without a price. Without it, I gave Zendesk a 5 here, because satisfaction then comes only from the customers who answer a survey. What it got wrong is a 7, from the not-understood filters, a handover rate per article and the use-case suggestions, with deeper checks for looping answers in the QA add-on.
Zendesk's AI agents work only in Zendesk. A team on any other helpdesk can't use them, so helpdesk fit is a 4.
How does it handle the 6 things a support team needs?
Here's how Zendesk covers each job on Suite Team:
Job | Zendesk |
Resolution and handover | ✅ hourly, messaging and email, spreadsheet export |
What customers ask about | ⚠️ use-case suggestions; intents need Copilot |
What it said and why | ✅ resources used and reasoning plan |
How customers felt | ⚠️ survey ratings; QA add-on scores AI conversations |
What it got wrong | ⚠️ not-understood filters, handover rate per article |
Record of what it did | ✅ actions applied in each conversation log |
Who's using Zendesk?
Vagaro runs Zendesk's AI agents across its support, and Shabib Sheikh summed up the outcome:
"AI allows us to do more with less." - Shabib Sheikh, Vagaro, on zendesk.com
How does Zendesk price for 2,000 tickets a month?
I've counted the AI charge only, since a Zendesk team already pays for its seats. On Suite Team, each agent includes 5 automated resolutions a month, so a five-agent team gets 25. The other 1,175 of the 1,200 resolutions cost $2.00 each on pay-as-you-go, or $2,350 a month.
Committing to a volume brings the rate to $1.50, or about $1,763. I scored cost a 3 because the bill rises with every resolution and is the highest published figure in the set.
If you like your Zendesk reporting and want a per-ticket AI inside it, My AskAI installs as an approved Zendesk app and adds Insights and Echo on top.
Choose Zendesk if:
- Your team already reports in Zendesk and wants AI agent reporting included from Suite Team.
- You want the actions the AI applied shown in each conversation log.
- You need AI reporting that refreshes every hour.
Don't choose Zendesk if:
- You want AI conversations scored automatically without buying the QA add-on.
- Your team runs a different helpdesk.
- A per-resolution AI bill at this volume is outside your budget.
For more on Zendesk, read our complete guide to Zendesk's AI agent, our Zendesk alternatives roundup or our side-by-side comparison of My AskAI and Zendesk.
Can Freshdesk Freddy AI show you what its AI agent is doing?
TL;DR: Freshdesk Freddy AI covers each of the 6 jobs partly, with a journey view of resolved, escalated and abandoned chats, but its Performance and Improve tabs cover chat AI agents only. At 2,000 sessions, the AI Agent's session packs and one Copilot license come to $1,015 a month at list price, before seat fees.
Freddy AI Agent runs inside Freshdesk, and chat AI agents need Freshdesk Omni. Its reporting comes in two parts: the AI Agent dashboard, and Freddy AI Insights, which comes with the Freddy AI Copilot add-on. One Copilot license turns Insights on for the whole account, and Freshdesk's Insights FAQ says it's available only on the Freshdesk and Freshdesk Omni Enterprise plans. I've scored both parts, with that license counted in the price.
How does Freshdesk Freddy AI show you what its AI agent is doing?
The AI Agent dashboard shows conversation volume, deflection, topic distribution, workflow use, how each knowledge source performs and customer feedback. Freshdesk counts a conversation as resolved when it closes without a person stepping in.
The Performance and Improve tabs are for chat AI agents only, and email AI agents get the Ticket logs tab. Email teams get a separate Email AI Agent Performance Report in Analytics on every plan. I scored resolution reporting a 7 because chat and email are reported in different places.
For chat, the topic tree splits topics into deflected and not deflected, which is useful for spotting where the AI struggles. Topics score 7 because the tree covers chat only.
Ticket logs show every conversation between customers and the AI Agent. For sources, each knowledge source lists the conversations that cited it, and a test query shows its full response and citations. Freshdesk's AI Agent help pages don't describe a source label on each live reply. I've scored what it said and why a 6 because you trace sources from the knowledge side and in test queries.
How customers felt scores 4, because it comes only from feedback widgets that customers choose to answer. What it got wrong scores 7: the Improve tab turns failed chat conversations into knowledge fixes, for chat only. I scored its record of actions a 6: workflow start and finish markers appear in conversation logs, and the account Audit Log covers subscription, agents, automations and the knowledge base.
Freddy AI Insights adds proactive insights on seven default helpdesk metrics. Exporting from Freddy AI Insights isn't supported yet, though standard Analytics reports export and schedule on Pro and Enterprise. Helpdesk fit is a 4, as Freddy works only inside Freshdesk.
How does it handle the 6 things a support team needs?
Here's how Freshdesk Freddy AI covers each job with one Copilot license:
Job | Freshdesk Freddy AI |
Resolution and handover | ⚠️ resolved, escalated and abandoned, chat only |
What customers ask about | ⚠️ topic tree, deflected and not, chat only |
What it said and why | ⚠️ per-source and test-query views |
How customers felt | ⚠️ feedback widgets only |
What it got wrong | ⚠️ Improve tab, chat only |
Record of what it did | ⚠️ workflow start and finish markers |
Who's using Freshdesk Freddy AI?
Freshworks publishes Freshdesk stories from customers such as Bangor Savings Bank and the Bahamas Government.
How does Freshdesk Freddy AI price for 2,000 tickets a month?
The AI Agent is $49 per 100 sessions, where a session is one customer's interaction with the AI. The 500 free sessions are a one-time allowance per account. I've assumed one session per ticket, so 2,000 sessions a month is 20 packs, or $980. One Copilot license at the published $35 a month on monthly billing ($29 billed annually) brings the total to $1,015 before seats.
Chat AI agents also need Freshdesk Omni, so a chat team on plain Freshdesk faces a plan change on top. I scored cost a 5 for the license plus the Omni requirement. For email, there's a shadow mode that writes replies as private notes and never sends them to customers. It's how I recommend starting with any AI agent.
If your team works in Freshdesk and wants the same reporting on email and chat, My AskAI installs as a Freshdesk app with Insights covering both.
Choose Freshdesk Freddy AI if:
- You run Freshdesk Omni chat and want a journey view of resolved, escalated and abandoned conversations.
- You want a review-first mode for email that never sends replies to customers.
- You'd rather keep your AI and its reporting with one vendor inside Freshdesk.
Don't choose Freshdesk Freddy AI if:
- Your AI mainly answers email, since the Performance and Improve tabs are for chat.
- You need to export your Freddy AI Insights data.
- You want a satisfaction score on every conversation, beyond the customers who answer a survey.
For more on Freddy, read our complete guide to Freshdesk Freddy, our Freddy alternatives roundup or our side-by-side comparison of My AskAI and Freddy.
Can Fini show you what its AI agent is doing?
TL;DR: Fini covers 1 of the 6 jobs fully, a logged result on each action, with resolution and escalation reporting by channel and topics across every conversation. Its Growth plan includes a monthly allowance of resolutions, then $0.89 for each one past it, and the pricing page doesn't show the plan's own fee.
Fini is an AI agent that installs into your existing helpdesk and takes actions such as refunds in connected systems. Its reporting covers resolution, escalations, sentiment and CSAT, and its platform page says it lets teams "inspect and audit what Fini said and why".
How does Fini show you what its AI agent is doing?
Fini's analytics cover conversation volume, resolution rate, response time, knowledge usage, rule performance, escalation reasons and CSAT data when available, with counts grouped by channel. When your team gives a Fini reply a thumbs-down, Fini recalculates whether that conversation counts as resolved, which keeps the number closer to reality. Fini's public pages don't publish a written definition of "resolved" the way Intercom and Zendesk do, so I held its resolution reporting at 7, two below their 9.
On its homepage, Fini says it "clusters every conversation and catches the spike before it hits CSAT." Its public pages don't show how the team browses those clusters or gets alerted about new topics, so topics get a 6.
For each reply, Fini records the articles it retrieved, so you can see what the answer drew on. I gave it a 7 on what it said and why, since those pages don't show the step-by-step reasoning eesel AI and Zendesk display. How customers felt is a 6, from a sentiment filter and CSAT where customers answer a survey. What it got wrong is a 7, from escalation reasons and thumbs-down feedback with a note from your team.
I scored Fini's record of actions an 8, one below eesel AI, which also records who approved each action. Its homepage describes it checking Stripe, finding a duplicate charge and refunding "with a full audit trail", and each step it takes in another system is logged with its result.
It integrates with Zendesk, Intercom, Front, Gorgias, HubSpot, Salesforce and LiveChat. Helpdesk fit is an 8 for that range, one below eesel AI's longer list.
How does it handle the 6 things a support team needs?
Here's how Fini covers each job:
Job | Fini |
Resolution and handover | ⚠️ resolution and escalation rates by channel |
What customers ask about | ⚠️ clusters every conversation |
What it said and why | ⚠️ articles retrieved for each reply |
How customers felt | ⚠️ sentiment; CSAT from surveys |
What it got wrong | ⚠️ escalation reasons, team feedback |
Record of what it did | ✅ each action logged with its result |
Who's using Fini?
Atlas, a fintech team, watched automation rate, handle time, escalations and audit results at each stage of its Fini rollout.
How does Fini price for 2,000 tickets a month?
Fini's pricing page says one plan covers the platform, implementation and a monthly allowance of tickets. On Growth that allowance is at least 2,000 resolutions, and each resolution past it costs $0.89.
The 1,200 resolutions I've assumed across the post fall inside the allowance, so the bill at this volume is Growth's plan fee, which the page doesn't show. Cost is a 5 because the total isn't there to budget against, and past the allowance the charge rises as the AI resolves more.
If you want a full monthly price shown on the pricing page, My AskAI publishes Pro at $199, with Insights and Echo available on it.
Choose Fini if:
- You want each action the AI takes logged with its result.
- You run Zendesk, Intercom, Gorgias or HubSpot and want the AI to take actions such as refunds.
- You want your team's thumbs-down feedback to correct the resolution number.
Don't choose Fini if:
- You need a full monthly price shown on the pricing page.
- You want every conversation scored for satisfaction, including customers who skip the survey.
- You want to browse topic trends and get alerts on new ones from a published dashboard.
For more on Fini, read our complete guide to Fini or our Fini alternatives roundup.
Can eesel AI show you what its AI agent is doing?
TL;DR: eesel AI covers 3 of the 6 jobs fully, with the fullest record of actions in the set and a clear view of each answer's sources and reasoning. Its current Reports page has no resolution or handover card, and it costs $999 a month at 2,000 tickets.
eesel AI is an AI agent that installs into your existing helpdesk, the closest to My AskAI in how it works. Its reporting leans toward checking the AI's work: what it read, why it did what it did, and which actions your team approved.
How does eesel AI show you what its AI agent is doing?
The Reports page shows volume, an AI CSAT score, how often the agent lacked the knowledge to answer, and approvals, over 24 hours, 7, 30 or 90 days. It has no card for resolution or handover rates, and a resolution rate comes only in a written review you ask for, so resolution and handover reporting gets a 5, the lowest in the set.
Topics come from an "Analyze ticket trends" skill that writes up recurring topics, sentiment and volume across your conversations. You get a written report with no live chart to watch, so I held topics at 6.
What it said and why is a 9, level with ours, because any run you open in Activity shows what the agent read, the sources it searched and its reasoning step by step. Its AI CSAT is an AI's rating of the agent's answers, and eesel's docs say it isn't customer feedback. It covers every answer, but the docs show no written reason for each score, so how customers felt is a 7.
What it got wrong is a 9. Cards show where the agent lacked knowledge, and a simulation tests the agent against real past tickets, scores each answer and suggests instruction changes before you go live. The Activity page lists every action the agent took, with who approved each one and when. eesel's record of actions is a 9, the most complete of the seven I reviewed.
Helpdesk fit is a 9 because eesel works inside Zendesk, Freshdesk, Intercom, HubSpot, Gorgias, Help Scout, Front, Salesforce, Zoho Desk, Re:amaze and Jira Service Management.
How does it handle the 6 things a support team needs?
Here's how eesel AI covers each job:
Job | eesel AI |
Resolution and handover | ⚠️ no resolution or handover card |
What customers ask about | ⚠️ written trend reports |
What it said and why | ✅ sources and reasoning step by step |
How customers felt | ⚠️ AI rating of every answer |
What it got wrong | ✅ missing-knowledge cards, simulation on past tickets |
Record of what it did | ✅ every action and every approval |
Who's using eesel AI?
eesel's story on smava, a German loan comparison site, shows three eesel agents sorting tickets and drafting replies in one Zendesk, and lists how many times each agent ran.
How does eesel AI price for 2,000 tickets a month?
eesel sells monthly credit plans, where a ticket or chat is one credit however long it runs. The 2,500-credit plan at $999 covers 2,000 tickets with room to spare. The 1,500-credit plan plus 500 extra credits would cost $1,099, so the larger plan is the cheaper option here.
Reports come on every plan, though scheduled reports use credits too, and the 500 spare credits cover them. You pay per ticket the AI works on, resolved or not. At $999 I've scored cost a 7, two points below My AskAI and Chatbase.
If you want an AI like eesel's inside your helpdesk with topics and AI CSAT on every conversation, My AskAI does that for $379 at the same volume, split evenly between chat and email.
Choose eesel AI if:
- You want every action and every approval visible afterwards.
- You want to test the AI on past tickets before it goes live.
- You want each answer's sources and reasoning laid out step by step.
Don't choose eesel AI if:
- You want a resolution and handover rate on a dashboard.
- You want topic trends on a live chart you can check any day.
- Your budget at 2,000 tickets is well under $1,000 a month.
For more on eesel AI, read our complete guide to eesel, our eesel alternatives roundup or our side-by-side comparison of My AskAI and eesel.
Can Chatbase show you what its AI agent is doing?
TL;DR: Chatbase covers 1 of the 6 jobs fully, a record of actions you can filter by result, with topics and sentiment detected automatically on paid plans. Its analytics run a day behind, and it costs about $230 a month at 2,000 tickets on our estimate of replies per ticket on its Auto model.
Chatbase is a standalone chatbot with an analytics dashboard. It answers in its own widget and help desk module, can reply to Zendesk tickets directly, and when it hands over, it creates a ticket in the helpdesk you choose.
How does Chatbase show you what its AI agent is doing?
Chatbase's analytics define the resolution rate as conversations the agent resolved without creating a ticket or escalating to live chat. It's one of the plainest written definitions in this set. The data updates with a one-day delay. I held resolution reporting at 7 because of that delay.
Topics and sentiment are detected automatically, and you can edit the topics. They're only on paid plans, and nothing from before an upgrade is included, so I held topics at 7 too. Sentiment on every conversation plus thumbs up and down ratings give how customers felt a 7.
The Activity page holds each conversation log, with the customer's messages, the AI's replies and any actions it triggered. The one source it shows per reply is the matched Q&A, so I gave it a 6 on what it said and why. What it got wrong scores 7, because you can filter for low-confidence answers and revise them.
I scored its record of actions an 8 because actions appear in every log and you can filter by an action's result. You can also download the logs to share or keep.
On handover, Chatbase creates a ticket in Zendesk, Salesforce, Intercom, Zoho Desk, Freshdesk, HubSpot, Help Scout, Gorgias or Odoo. Zendesk is the only one that receives the full conversation transcript, and the reporting stays in Chatbase. I scored helpdesk fit a 6 for those two reasons.
How does it handle the 6 things a support team needs?
Here's how Chatbase covers each job on a paid plan:
Job | Chatbase |
Resolution and handover | ⚠️ defined resolution rate, one day behind |
What customers ask about | ⚠️ automatic topics, paid plans |
What it said and why | ⚠️ logs and matched Q&A |
How customers felt | ⚠️ sentiment plus thumbs ratings |
What it got wrong | ⚠️ low-confidence filter |
Record of what it did | ✅ actions in each log, filter by result |
Who's using Chatbase?
Jumia, the African ecommerce marketplace, and the fintech Aplazo both have published Chatbase stories. Jumia's page reports 80% of queries resolved without a human.
How does Chatbase price for 2,000 tickets a month?
Chatbase charges in message credits, and each AI reply costs credits depending on the model. On the Auto model a reply is one credit. I've assumed three replies for a resolved ticket and two for a handed-over one, so 2,000 tickets use about 5,200 credits.
Standard is $150 with 4,000 credits, and extra credits are $40 per 1,000. Two extra packs bring it to $230 a month, the lowest published bill in the set, so cost is a 9. It misses a 10 because the price moves with the model you pick: on a model that costs two credits per reply, the same volume costs $430.
If you want the AI to answer inside Zendesk, Intercom, Freshdesk, Freshchat, Gorgias or HubSpot, My AskAI installs as an app in each for $379 at this volume, split evenly between chat and email.
Choose Chatbase if:
- You run a website chatbot with no helpdesk and want the lowest cost in this set.
- You want topics and sentiment detected automatically on every conversation.
- You want conversation logs you can download and share.
Don't choose Chatbase if:
- You need today's numbers, since analytics run a day behind.
- You want the AI's reporting inside your existing helpdesk.
- Your team hands over to a helpdesk other than Zendesk and needs the full transcript there.
For more on Chatbase, read our complete guide to Chatbase, our Chatbase alternatives roundup or our side-by-side comparison of My AskAI and Chatbase.
What does an AI agent with proper reporting cost at 2,000 tickets a month?
TL;DR: At 2,000 tickets a month, a team answering everything by hand spends about $4,400. Each AI agent below with a published price costs less than that, from about $230 to $2,350 a month in AI charges on this post's assumptions, on the cheapest plan that covers the volume and includes the reporting I scored. Helpdesk seats are extra, and Fini's plan fee isn't on its pricing page.
Every row uses the same basis: 2,000 tickets a month, split evenly between chat and email, with the AI resolving 60% of them, or 1,200 tickets. For the baseline, I've assumed 5.5 minutes of agent time per ticket at a loaded $0.40 a minute. That's a deliberately low figure, because a team working without an AI agent still uses AI to draft replies and look things up.
For AI built into a helpdesk you already pay for, the row counts the AI charge plus any license or add-on the scored reporting needs. Here's the monthly comparison:
Scenario | Plan modeled | Monthly cost | Notes |
No AI (team answers all 2,000 tickets) | None | $4,400 | 2,000 × 5.5 minutes × $0.40 |
My AskAI | Pro | $379 | 2,000 tickets use about 2,500 credits: $199 including 1,000, plus 1,500 × $0.12 |
Intercom Fin | AI charge plus Pro add-on | $1,407 | 2,000 tickets, 1,200 resolved × $0.99, plus $99 Pro and 1,000 × $0.12 (pricing) |
Zendesk AI agents | AI charge, Suite Team | $2,350 | 2,000 tickets, 1,200 resolved: 1,175 × $2.00 after 25 included (pricing) |
Freshdesk Freddy AI | Sessions plus one Copilot license | $1,015 | 2,000 sessions at one per ticket: 20 × $49, plus $35 Copilot billed monthly; the 500 free sessions are once per account (pricing) |
Fini | Growth plan | Plan fee not shown | 1,200 resolved, inside Growth's allowance of at least 2,000 resolutions; $0.89 per resolution past it (pricing) |
eesel AI | 2,500-credit plan | $999 | One credit per ticket |
Chatbase | Standard plus 2 credit packs | $230 | $150 plus 2 × $40, Auto model (pricing) |
Every option with a published price costs less than the $4,400 baseline. Zendesk charges per resolution, Intercom per outcome (resolutions plus some handovers) and Fini per resolution past its plan's allowance, so their bills rise as the AI gets better at its job. Intercom and Freddy need a paid add-on or license before you get the reporting I scored, and Chatbase's bill depends on which model you choose.
My AskAI and eesel AI charge per ticket the AI works on, so the bill follows your ticket volume. Our add-ons, such as AI tagging, bill on top only if you switch them on. To run the numbers for your volume, our ROI calculator does the same sums with your figures.
So which AI customer service agent has the best chatbot analytics?
TL;DR: My AskAI is the pick for most teams, with topics and AI CSAT on every conversation, Echo to explain any answer and a $379 bill at 2,000 tickets split evenly between chat and email. eesel AI is the runner-up if you most need a full record of the AI's actions, and Intercom Fin suits a team already on Intercom.
My AskAI tops the scoreboard on 66 of 80. Topics, AI CSAT with its reason and Echo all come on Pro, and the bill at 2,000 tickets is $379. Intercom Fin keeps its equivalents in a $99 add-on and comes to $1,407. My AskAI's record of actions is the replies, notes and tags it leaves in your helpdesk, while eesel AI, Zendesk, Fini and Chatbase list each action inside the conversation.
eesel AI, on 61, wins for a team that needs to check every action the AI takes, with approvals and step-by-step reasoning on each run. Intercom Fin, on 59, is the choice for a team already on Intercom that will pay for Pro, with the best escalation reporting and content fixes in the set. If you're on Zendesk and its hourly AI agent dashboard already answers your boss's questions, I think staying put is the sensible call.
Whichever you pick, plan how your team will read its reports before you switch it on. Start with the AI writing internal notes so your team sees what it would have said, as YouGarden did for a month before switching to direct replies. Then read the new topics and the handed-over conversations each week, and fix the source content behind any wrong answer. If you export the week's conversations and let AI group them, that review takes about 20 minutes.
To see this reporting on your own tickets, our 30-day free trial lets you run Insights with every feature unlocked and no card.
FAQs
What are examples of customer service metrics?
For an AI agent, start with the resolution rate, the handover rate and a satisfaction score across every conversation. Resolution time and the topics driving volume come next. Our guide to customer service metrics covers the full set and how to report them.
What should a support leader be able to see about their AI agent's conversations?
It should show how many tickets the AI resolves and hands over, what customers ask about, what it said in any conversation and why, how customers felt, what it got wrong or couldn't answer, and what it did on a customer's account. The first gives you a number to report, and the other five let you check that number and improve it.
How do you check why the AI gave a particular answer?
Open the conversation and look at the sources the AI used and the reasoning behind its reply. With My AskAI, you ask our Echo assistant "Why did it say x?" about any conversation. Intercom shows sources through the Improve answer button, Zendesk's conversation logs show the resources used and a reasoning plan, and eesel AI's Activity page shows the sources and reasoning step by step.
Can you see every action the AI took, like a refund, cancellation or tag, after the fact?
Four of the seven tools here list each action inside the conversation. eesel AI's Activity page shows every action and who approved it, Zendesk's conversation logs list the actions applied, and Chatbase and Fini log each action with its result. In My AskAI, you identify each AI action from the replies, notes, tags, properties and assignments it leaves on the ticket in your helpdesk.
What should a chatbot analytics dashboard show beyond deflection?
It should show whether customers actually got their answer. As one guide to measuring AI agent performance puts it, "High containment with low resolution means the bot is deflecting rather than helping." Look for a resolution definition you can check, topics, satisfaction on every conversation, the reason behind any answer and a record of actions.
What is the best AI customer service agent with analytics and reporting?
On our scoreboard, My AskAI leads on 66 of 80, with topics and AI CSAT on every conversation, Echo to explain any answer and a $379 monthly bill at 2,000 tickets split evenly between chat and email. eesel AI is second for the fullest record of actions. For a website chatbot with no helpdesk, Chatbase is the budget pick at about $230 a month on our estimate of its usage.
