Analyzing Now Assist in Virtual Agent

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Analyzing Now Assist in Virtual Agent

    The Now Assist in Virtual Agent Analytics dashboard enables users to monitor the performance of AI Search within the Virtual Agent. It provides valuable insights by tracking key performance indicators related to user interactions and query resolutions, helping customers optimize their virtual assistant experience.

    Show full answer Show less

    Key Features

    • Performance Indicators: Track metrics such as the total number of user queries, resolution status, and deflection rates.
    • Filters: Utilize the Dates filter to specify the date range for performance data and the Assistant filter to analyze specific LLM assistants.
    • Dashboard Navigation: Access the dashboard through All > Conversational Interfaces > Conversational Analytics > Dashboard > Now Assist in VA.
    • Detailed Breakdown: Click on indicators for deeper insights, allowing for detailed analysis of performance metrics.

    Key Outcomes

    • Resolution Status: Understand how many queries are resolved, not resolved, or resulted in no response based on user feedback.
    • Deflection Rate Calculation: Measure effectiveness using the formula: (Number of resolved queries/Total number of query responses) x 100.
    • Improved User Experience: By analyzing performance data, customers can enhance the effectiveness of Now Assist in Virtual Agent and improve user satisfaction.

    Use the Now Assist in Virtual Agent Analytics dashboard to monitor the performance of Now Assist in Virtual Agent.

    Now Assist in Virtual Agent Analytics

    The Now Assist in Virtual Agent Analytics dashboard provides indicators that track the performance of AI Search in Now Assist in Virtual Agent. The indicators, for example, can reveal the following:
    • Percentage of user queries that Now Assist in Virtual Agent responded to given the total number of queries
    • Resolution status of user queries based on the feedback provided by the user
    • Deflection rate in a given period

    Use the Dates filter to select the date range for which you want to view the performance indicators. Use the Assistant filter to select the LLM assistants for which you want to view the indicators and breakdowns for analysis.

    You can view the dashboard at All > Conversational Interfaces > Conversational Analytics > Dashboard > Now Assist in VA

    Figure 1. Now Assist in Virtual Agent Analytics dashboard
    Now Assist in the Virtual Agent Analytics dashboard.

    The following indicators show the performance of AI Search in Now Assist in Virtual Agent.

    • This area of the dashboard shows the total number of user queries received by Now Assist in Virtual Agent. In a conversation, when the user selects other list items such as Show next answer and Show more results, the user input is considered as part of the same query. When Now Assist detects an intent switch, for example, if the user types a different query or selects Start a new conversation, it's counted as a new query.

      Figure 2. Total Number of Queries widget
      Total number of queries indicator.

    • This area of the dashboard shows the total number of responses where Now Assist in Virtual Agent presented content for the users to review. If no content is presented in the response, the query is marked as No Response Provided.

      Figure 3. Total Number of Query Responses widget
      Total number of query responses indicator.
    • This area of the dashboard shows the resolution status of user queries that is determined based on the feedback provided by users on the query response.
      • Resolved: Indicates that the user found the response to be useful and effective or the user didn't provide any feedback.
      • Not Resolved: Indicates that the user didn't find the response presented by Now Assist to be useful and indicated this response through negative feedback.
      • No Response Provided: Indicates that no response was presented to the user query.
      Figure 4. Query Resolution Status widget
      Query resolution status indicator.

    • This area of the dashboard shows the percentage of user queries resolved by Now Assist in Virtual Agent. The deflection percentage is calculated using the following formula: (Number of resolved queries/Total number of query responses) x 100.

      Figure 5. Deflection Rate widget
      Deflection rate widget.

    You can drill down for a detailed analysis by clicking anywhere on the indicators. See Examining indicators with KPI Details for more information on exploring the indicators.