Genesys Cloud - Main

Hi All

We are looking to determine the success of our messenger BOT and understand the containment rate.

How do other companies detemine this or what would the best metric be to show this?

Thanks

Shauna

Hi All

We are looking to determine the success of our messenger BOT and understand the containment rate.

How do other companies detemine this or what would the best metric be to show this?

Thanks

Shauna

Hi Shauna,

Yes, this absolutely makes sense - this is actually how we measure bot success where I work today.

A strong approach is to use Flow Outcomes and Flow Milestones to create strategic markers throughout the bot journey.

By tagging key moments in the flow (such as entry points, menu selections, successful self-service completion, or transfer to an agent), you can clearly understand how the interaction ended.

If the last milestone or outcome in the bot flow is related to a completed self-service, this is a strong indicator of effective containment. Conversely, transfers, errors, or drop-offs help highlight where the journey is not working as expected.

This approach goes beyond containment and also helps to:

• Identify friction points in the journey

• Understand the most accessed menus and paths

• Drive data-based improvements to the bot experience

Additionally, analyzing the outcomes / wrap-ups of interactions that are transferred to agents can be very insightful. Repeated transfer reasons often reveal opportunities to introduce new bot journeys or expand self-service, reducing agent handoff over time.

In short, containment is not just about avoiding an agent - it's about successfully completing the customer's intent, and Flow Outcomes + Milestones provide a very effective way to measure that.

Hope this helps!

Hi All

We are looking to determine the success of our messenger BOT and understand the containment rate.

How do other companies detemine this or what would the best metric be to show this?

Thanks

Shauna

Thanks Mateus!

We currently look at the entries into our BOT and the volume that then went through to our messaging queue and say that the difference was contained - with the caveat that we don't know what's happened between the point of entering the BOT and the customer could have just closed it, rather than got their answer.

There is the 'BOT performance' section and wondered if there was any metric that sits here that is used?

Thanks!

Hi Shauna,

Yes, this absolutely makes sense - this is actually how we measure bot success where I work today.

A strong approach is to use Flow Outcomes and Flow Milestones to create strategic markers throughout the bot journey.

By tagging key moments in the flow (such as entry points, menu selections, successful self-service completion, or transfer to an agent), you can clearly understand how the interaction ended.

If the last milestone or outcome in the bot flow is related to a completed self-service, this is a strong indicator of effective containment. Conversely, transfers, errors, or drop-offs help highlight where the journey is not working as expected.

This approach goes beyond containment and also helps to:

• Identify friction points in the journey

• Understand the most accessed menus and paths

• Drive data-based improvements to the bot experience

Additionally, analyzing the outcomes / wrap-ups of interactions that are transferred to agents can be very insightful. Repeated transfer reasons often reveal opportunities to introduce new bot journeys or expand self-service, reducing agent handoff over time.

In short, containment is not just about avoiding an agent - it's about successfully completing the customer's intent, and Flow Outcomes + Milestones provide a very effective way to measure that.

Hope this helps!

Hi All

We are looking to determine the success of our messenger BOT and understand the containment rate.

How do other companies detemine this or what would the best metric be to show this?

Thanks

Shauna