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B. Average Handle Time compared to Bot Session Time:
This KPI compares the average time it takes for a customer service agent to handle a query with the duration of a chatbot session. A decrease in average handle time compared to the bot session time indicates that the chatbot is effectively handling inquiries, reducing the workload for human agents.
C. Case deflection:
Case deflection measures the percentage of cases that are resolved or redirected by the chatbot without requiring intervention from a human agent. A higher case deflection rate indicates that the chatbot is successfully addressing customer queries, reducing the number of cases that need human assistance.
D. CSAT (Customer Satisfaction score):
CSAT measures the satisfaction level of customers who interacted with the chatbot. It provides insights into how customers perceive the chatbot's effectiveness in addressing their inquiries. A higher CSAT score indicates greater customer satisfaction with the chatbot's performance.
Therefore, choices B, C, and D are the three KPIs that could be used to understand the chatbot’s impact on customer service. Choices A and E are not directly related to assessing the effectiveness of the chatbot in customer service interactions.
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