Overview

The Conversation Evaluation feature leverages AI to assess each conversation and determine whether it was a Success or a Failure, along with a reason. This straightforward evaluation helps you quickly understand if customer needs were met.

Benefits

• Immediate Clarity: Instantly know the outcome of a conversation.

• Focused Feedback: Understand the reasons behind successes or failures.

Improve Customer Experience: Identify areas for improvement to enhance customer satisfaction.

How to Use Conversation Evaluation

Enabling Evaluation

1. Log in to Your ChatDash Account and navigate to your Agency Dashboard.

2. Go to the Agent Settings page.

3. Click on the AI Analysis tab.

4. Toggle on Evaluation.

   

5. (Optional) Enter custom instructions to guide the AI on how to evaluate conversations.

6. Click Save to apply the changes.

Viewing Evaluation Results

1. Navigate to the Conversations tab within your client’s dashboard.

2. Select a conversation to view its details.

3. Each conversation will display an evaluation status: Success or Failure and a reason for the evaluation.

Utilizing Evaluation Insights

• Success Rate Tracking: Monitor the overall success rate of conversations over time.

• Agent Training: Use failure reasons to identify training opportunities for your team.

• Process Improvement: Adjust workflows or scripts based on evaluation feedback.