1. Resolution rate
Resolution rate tells you whether the user got what they needed without human intervention. If this is low, your content coverage or fallback strategy is weak.
2. Deflection rate
Deflection is the percentage of sessions that never become tickets. High deflection with low satisfaction is a warning sign, so always evaluate this with quality metrics.
3. Average response quality
Measure whether answers are correct, concise, and actionable. Teams that score quality weekly improve faster than teams that only monitor volume.
4. Escalation accuracy
Good bots escalate at the right time. Too early increases human workload; too late hurts user trust.
5. Session depth
Messages per conversation help you understand friction. Very high depth can mean confusion, while very low depth can indicate unresolved exits.