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ReportWhat is the acceptable Escalation Rate for PVA chatbot for education/Edtech industry?
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What is the acceptable Escalation Rate for PVA chatbot for education/Edtech industry?
I think this is a highly subjective question and is largely a function of the types of questions you want your MCS bot to answer. I would first attempt to capture the types of questions your users are asking and ask yourself what percentage of those COULD be answered by a chatbot. This would be your target goal for containment.
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