In this episode, Eric Griffing, Head of Growth Marketing at Dashbot, explores the evolving landscape of chatbot analytics.
From the granular details of measuring intent and LLM-based chatbot effectiveness to the strategic implementation of AI across business units, Eric provides an in-depth analysis on the importance of data-driven decisions in the era of AI transformation.
Join us as we discuss how businesses can leverage analytics to optimise customer interactions, the common pitfalls in current AI strategies, and the future of AI in customer service.
AVAILABLE ON ALL PODCAST PLAYERS.
In this episode
00:00 Introduction and UNPARSED conference (Find out more at https://unparsedconf.com)
4:32 Welcom Eric Griffing
7:25 Best practice for measuring LLM agents
12:10 Differences tracking ML and LLM bots
14:00 Goal completion
19:00 What’s missing
22:00 How to set up tracking on chatbots
24:50 Tracking LLM chatbots
30:37 Air Canada’s chatbot issues
33:38 LLM guardrails
37:00 Using data to inform your AI strategy
41:00 Effort over satisfaction
44:30 Tracking customer effort in chatbots
48:40 Market demand for AI analytics
55:40 Wrap up
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Learn more from Dashbot:
https://www.dashbot.io/blog/360-bot-framework
https://www.dashbot.io/blog/inside-the-black-box-analyzing-your-llm-bot
https://www.dashbot.io/blog/navigating-the-shift-from-intent-based-to-language-model-chatbots
Unparsed, the world’s most loved conversational AI conference returns with more punch, more passion and more impact! Buy your tickets now here
