ROI Dashboard Overview

The ROI dashboard allows you to measure the value your bot generates by effectively managing and deflecting conversations. A deflected conversation is one where the bot successfully provides an answer or resolves an issue for the customer without needing further human intervention.
To ensure that the ROI accurately reflects the real value delivered to your company, we consider all deflected conversations but subtract those that include a misunderstanding tag or receive a negative user rating at the end of the interaction.

Customizing the ROI Dashboard for Your Company

To tailor the ROI metrics to better fit your company’s context:

1. Access the Settings:

   • Navigate to the ROI analytics page.
   • Scroll down and click on the settings icon next to the "Conversations raw value" widget.

1. Adjust the Deflection Values:

• A pop-up titled "Deflection raw value" will appear.
• By default, each deflection—whether it’s an action, information, or an advanced builder use case—is assigned a value of €4.
• You can modify this value for each type of deflection to more accurately represent the financial savings your chatbot delivers. These updated values will be applied to calculate the raw value of all future conversations starting from the next day.

Reading and Analyzing Your Chatbot's ROI

Top KPIs:
Your ROI dashboard provides key performance indicators that help you understand how much value your bot is adding.

• Raw Value: Represents the total financial value of all deflected conversations.

• ROI Value: The final calculated ROI after accounting for misunderstandings and negative user experiences.

  
  

How Is the ROI Formula Calculated?

The ROI is calculated using the following formula:
ROI = Raw Value - (Raw Value × [(Misunderstanding Rate + Discontent Rate) / 2])

Calculation Steps:

1. Raw Value Calculation:

   The raw value is the total number of deflected conversations multiplied by the deflection value (default is €4 or your customized value).
   *Example: If your raw value is €250,988, and the total deflected conversations are 62,747, then:Raw Value = 62,747 × 4 = €250,988*

2. Deducting Misunderstandings and Discontent:

   From the raw value, subtract the value attributed to conversations that included misunderstandings or received negative user ratings. This ensures only the conversations that truly added value are considered.

3. Result:

   The ROI will naturally be lower than the raw value since it excludes the conversations that didn’t fully satisfy the customer.
   *Example: If the raw value is €250,988 and the ROI after deductions is €192,700, then:ROI = €250,988 - (€250,988 × [(0.175 + 0.29) / 2]) = €192,700*

Understanding Key Metrics

Misunderstanding Rate:
Formula: Misunderstanding Rate = (Number of deflected conversations with at least one misunderstanding) / (Total deflected conversations)
Explanation: This metric indicates the percentage of deflected conversations that involved a misunderstanding.
Discontent Rate:
Formula: Discontent Rate = (Negative CSAT + 20% Unrated CSAT) × 100 / (Positive + Negative + Unrated CSAT)
Explanation: This metric measures the percentage of deflected conversations that resulted in a negative user experience. It also considers that 20% of users who did not provide a CSAT rating may have been dissatisfied.