The helpfulness metric in Tidio allows customers to provide feedback on chatbot messages using a simple thumbs-up or thumbs-down option. By collecting this feedback, you can identify underperforming chatbot replies and make improvements to enhance the customer experience.
In this article, you'll learn:
The helpfulness metric can help you identify the underperforming chatbot replies that you can use to improve the content in chatbot replies for specific intents, topics, or questions.
It could simply be improving the reply copy, adding images and graphics for more detailed guidance, or linking to a dedicated page on that topic.
How does helpfulness measure work?
You can enable the Helpfulness metric in the Chatbot creator by switching the toggle available below the Send a chat message action. You can also change the node's name since it will be displayed in Helpfulness statistics.
Each time the message is sent to the Visitors, they can like or dislike it. That will suggest if the message was helpful or not.
Statistics are available in the Statistics modal, which you can enter by clicking on the bot's name or clicking on the Options > Show statistics.
To learn more, see other ways to measure Chatbot's Performance.