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Status Delivered
Created by Guest
Created on Mar 26, 2025

RELATED IDEAS

Analytics: Measure the Ticket Deflection Data

○ Request: measure how the chatbot is reducing the number of support tickets.

○ Details: This involves quantifying the chatbot's impact on ticket volume. See data that shows how the chatbot has reduced the number of tickets that would otherwise have been submitted. He also mentions the importance of user feedback (e.g., "thumbs up/down" ratings) to assess the bot's effectiveness in deflecting tickets.

○ Example: "ticket deflection" and the need for analytics to show user feedback like "thumbs up down priorities" to determine if the bot is effective.

○ Business Justification: This is a key metric for demonstrating the ROI of the chatbot. By showing a reduction in ticket volume, businesses can quantify the cost savings associated with the chatbot, such as reduced agent workload, lower support costs, and increased efficiency. User feedback provides further validation of the bot's effectiveness.

Idea priority Urgent
  • Post comment
  • Admin
    Kelly To
    Apr 23, 2026

    We have plans to support the user feedback metrics in the new observability/analytics experience planned for May-end on AWS. Further in Q2/Q3 we plan to support additional session-level metrics that measure goal success (i.e., was the agent able to help the user) which could be used as a proxy for ticket deflection.

    cc: @Cole Hurwitz - sharing this requirement from Adobe with you. I will promote this idea to the appropriate Aha epic

    Reply
  • Admin
    Laurent Tillette de Clermont-Tonnerre
    Apr 30, 2025

    Improvements is to be considered for new agentic chat coming out this coming month/quarter.

    Reply

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