How good is your chatbot? Find out with Chatpulse

The team at The CAI Company have just released their Advanced AI Chatbot Analytics Solution: Chatpulse.

Understanding how well your chatbot is performing can be quite a complex problem. You can, for example, hire a very nice guy like me to give you some external benchmarking / maturity model perspective.

But if you'd like to get into the guts of how your chatbot is performing in the context of a whole host of metrics, then you might consider taking a look at Chatpulse.

It, as the headline on their website reads, gets to the heart of your conversational data.

Here's an example of some of the (somewhat shocking!) real world impacts the tool has surfaced for existing clients:

Identified that 9% of one voice assistant’s conversations involved blank inputs, an insight that led to improvements in speech detection and prompt design.  

Revealed that 31% of a client’s conversations that routed to a sales queue were actually shipping queries, resulting in more accurate intent mapping and reduced handovers.  

Highlighted vague prompts that caused drop-offs during sales journeys, prompting clearer content and better conversion.  

Linked low satisfaction scores to specific interface elements, enabling teams to adjust design and improve experience.  

Cost savings: A 2% improvement in containment translates to estimated annual savings of £500,000–£600,000 for organisations handling over 500,000 conversations per month (based on call cost of £5).   

Now, you're sold, right?

In fact, the first bullet point there that sold me. This is not to take away from the other bullets, but it highlights a simple, clear challenge that many organisations have with their chatbots: What's happening, right now? What happened yesterday? What's it saying to customers?

Beyond reading through every single message sent/received with customers, they're not entirely sure what's happening. This is a deeply uncomfortable situation, especially if you're the senior executive in charge.

Yes, a lot of vendors have got some semi-half-baked (some quite good) tools to help you understand what's going on with your chatbot. They are, I think it's fair to say, somewhat of an after-thought though. You can also throw the chatbot logs through something like ChatGPT to try and get a bit of a clue on what's going on – let's face it, that's what a lot of companies would love to do, if they could get their data protection colleagues to approve it. Or, stick it through Copilot.

This, then, is why there's a lot of room in the marketplace for something like Chatpulse.

It's already used by some global giants and one of the public names they mentioned in the press release is meal delivery leader, HelloFresh.

If you're interested to learn more, reach out to the co-founder and CEO of The CAI Company, Darren Ford or his colleague, co-founder and COO, Alice Kerly.

At the very least, I'd suggest anyone responsible for Conversational AI in their organisation gets a demo, if only to make sure your industry knowledge is up to date.