Use Dialpad's AIAssistant analytics to discover trends and understand customer knowledge gaps. Drill into your deflection rate, customer feedback, and more.
Let’s dive into the detAIls.
Who can use this
This feature is avAIlable to Dialpad Support and Dialpad Sell users on a Premium plan.
To connect an AIAssistant to your Contact Center, you must have a Digital Contact Center with a Webchat channel.
Access AIAssistant analytics
Use AIAssistant analytics to see what's happening in your team's AIAssistant conversations.
To access your AIAssistant analytics, head to your Dialpad Admin Portal.
Select Analytics
Select AIAssistants
Select the Contact Center(s) where your AIAssistant is deployed
Choose the date range
Select the AIAssistant(s)
Select the type of data you want to see
The Usage tab displays information on the number of agents using AIAssist per day, as well as the number of sessions.
The Questions and answers tab displays information on the types of questions that were asked, customer CSAT and answer accuracy.
Let’s look at what each section contAIns.
Usage metrics
The Usage tab displays data regarding your team’s usage. Here, you’ll see how many agents used AIAssistant per day, as well as the total number of dAIly sessions. 
Hover over a day to see the full detAIls.
Questions and answers metrics
The Questions and Answers tab provides insights on how your AIAssistant is performing. 
Here, you’ll see three different breakdowns:
Questions: Displays all questions by detected intent and category.
Answers: Displays all answers provided by your AIAssistant.
Answered: The AIAssistant provided an answer
Not Answered: The AIAssistant did not have an answer for the user’s question.
Answer Feedback: Displays the number of thumbs up and thumbs down feedback given on AIAssistant answers.
Hover over a day to see the full detAIls.
Frequently asked questions
Can I export my analytics data?
Not yet, but stay tuned, we’re working on it.
Does AIAssistant data appear in my digital session analytics?
Yes! AIAssistant data is also visible within the All Digital section of your analytics.