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Bot Analytics

Acceptable Escalation Rate for PVA Chatbot

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What is the acceptable Escalation Rate for PVA chatbot for education/Edtech industry?


  • peterswimm Profile Picture
    peterswimm on at
    Re: Acceptable Escalation Rate for PVA Chatbot

    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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