This year Google publicly launched a new chatbot analytics platform called Chatbase at Google I/O which is currently free to use.
Chatbase’s cloud service is designed to offer tools to analyse and optimise chatbots more easily. Bot builders will now have the ability to understand what works to improve the bot’s accuracy, increase customer conversions, and create a better user experience.
Developers can track specific metrics like active users, sessions, and user retention with the help of data that is available through an analytics dashboard. These insights provide an overall picture of the bot’s health and show general trends.
According to Google, the system can be integrated with any voice or text messaging platform, including Facebook, WhatsApp, WeChat, Skype, Twitter, and more.
In Chatbase's platform, there are bots for external-facing customer support, advice, e-commerce, and entertainment, as well as internal-facing bots for information discovery and productivity.
Beyond bot analytics, the tool can figure out what sort of problems is affecting the bot with the help of Google’s machine learning capabilities. Companies like Viber have greatly benefitted from the ability of Chatbase in improving its sticker bots.
Another important capability is the auto-generated data visualisation of conversation flows across sessions in Chatbase. Developers can now see common paths taken by users, and where they often exit the application. These steps are highlighted by a funnel report showing the success rate per step.
Chatbase isn’t the only solution for chatbot analytics, but it has an edge due to its machine learning angle. Moreover, Google's ability to offer it for free could help it achieve market share that bot analytics companies can't necessarily compete with.