AnswersIQ™ Reporting

AnswersIQ Reporting offers in-depth insights into how Conversica's RDAs manage and respond to customer inquiries. This enhanced reporting feature enables businesses to track, analyze, and refine their conversational AI performance by evaluating question-specific metrics. With new cohorts, dimensions, and metrics, businesses can gain a clearer understanding of customer engagement and assistant effectiveness.

Customer Problems

Customers face several challenges when analyzing AI-driven conversations:

• Lack of visibility into question engagement – Businesses struggle to quantify how many questions their leads are asking and how well the assistant is responding.
• Difficulty measuring AI accuracy – There is limited data on how many questions are matched to known answers versus those that go unanswered.
• Limited granularity in reporting – Traditional reporting lacks the dimensions necessary to distinguish between answered and unanswered questions, leading to gaps in insights.
• Need for improved optimization – Without clear data on messages containing questions and their outcomes, businesses find it hard to refine their conversational strategies.

How It Works

AnswersIQ Reporting introduces new metrics, dimensions, and cohort segmentation to help businesses measure the effectiveness of AI-driven conversations. Leveraging the existing Reporting Pages.

Definitions of Metrics

New Cohort

• Questions Found in Range – A filtered dataset of interactions where questions were detected within a selected date range.

New Metrics

• Matched Questions – The number of questions that were successfully matched to a known answer in the assistant's knowledge base.
• Unmatched Questions – The number of questions that the assistant could not match to an existing answer.
• Questions Asked – The total number of questions identified in conversations.
• Messages with Questions – The number of messages that contained at least one question.
• Leads with Questions – The number of unique leads that asked at least one question.
• Answers Sent – The total number of responses sent by the assistant that included an answer to a question.

New Dimensions

• Has Questions Answered – A classification for messages where at least one question was asked and successfully answered.
• Has Questions – A classification for messages where at least one question was detected, regardless of whether it was answered.
• Has Questions Unanswered – A classification for messages where at least one question was asked but no answer was provided.