Measuring Negative Sentiment in BotQA
How does the BotQA dashboard measure negative sentiment?
The BotQA dashboard measures negative sentiment by calculating the percentage of conversations where the bot expressed dissatisfaction or frustration. This metric helps you understand how often the bot's responses may have been perceived negatively by customers.
By tracking negative sentiment, you can identify areas where the bot's communication style might need adjustments to improve customer satisfaction.
More related questions
How can I access the BotQA dashboard in Zendesk?
To access the BotQA dashboard in Zendesk, simply navigate to the Dashboards section. In Zendesk QA, click the Dashboards icon in the left sidebar and select BotQA from the list of available dashboards. This will allow you to view important metrics…
What filters are available in the BotQA dashboard?
The BotQA dashboard offers several filters to help you narrow down the data you need. You can filter by date to view data for specific time periods, by bot name to focus on specific bots, and by conversation outcome to see either bot-only or…
What reports are included in the BotQA dashboard?
The BotQA dashboard includes several reports to help you analyze your AI agent's performance. These reports cover metrics such as the bot-only conversation rate, escalation rate, bot looping rate, low communication efficiency rate, and negative…
How can I filter conversations by outcome in the BotQA dashboard?
In the BotQA dashboard, you can filter conversations by outcome to focus on specific interaction types. You have the option to select 'bot-only' for interactions without human agent involvement or 'escalated' for conversations where the customer…
What does the bot looping rate indicate in the BotQA dashboard?
The bot looping rate in the BotQA dashboard indicates the percentage of conversations where the bot repeated the same answer multiple times. This metric helps identify instances where the bot may be stuck in a loop, potentially frustrating…
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