so the chats have things in them you haven't seen: what people ask most, and what the bot couldn't answer.
if your bot is a retune bot, it can read its own chats and show you. it can't read chats from a bot on another platform. retune is free if you run your own copy: it runs on your own computer, with an agent that builds what you ask for.
the clinic in the video is bright smile dental. i made it up to show the feature, along with its 150 conversations from six weeks.
open your bot, go to the insights tab, and click analyze.
the bot uses an ai model to read each conversation. it works out what each one was about and groups them into topics. then you see:
for the clinic, most chats came in on tuesday around ten. the questions the bot didn't know were mostly about insurance plans and prices.
the number i'd look at first is how often the bot didn't know. click it and you get those conversations. open one and you see what the visitor asked and what the bot said back.
those are the people who left your site without an answer. a bot that says "i'm not sure, please call us" is doing the honest thing, but you still want to see the question.
once you have the list, you can write the answers. the letter about the "i don't know" inbox is about doing that once, so the bot has it next time.
you can also type a question about your chats in plain words. in the video, the clinic asks which insurance questions the bot can't answer. the answer comes with numbered links to the conversations it used, so you can click through and check.
the numbers come from an ai reading your chats, so they move a little each time you run it. a topic can come out with a slightly different name, or a count can shift by a few. now and then a chat that went fine gets counted as didn't-know.
use them to see what's big and what's small, not to count to the last conversation.
you open the tab when you want to look. there's a weekly digest card you can copy into an email to yourself.
it's one bot at a time. if you have three bots, each one has its own insights tab.
to read your chats, it uses the same ai provider key your bot already answers with, from your retune settings. so the conversations go to that ai provider to be read.
the results are saved with the bot, in your retune account. without a key you still get the basic counts and a rough didn't-know number, with a note asking you to add one.
it fits if your bot has had a few weeks of conversations and you've never sat down with them. with a new bot that's had a handful of chats, you're better off reading them yourself.
if nobody opens the chat at all, that's a different problem, and this letter is about that one. if you look after bots for clients, the digest is a start on the monthly report.
insights isn't switched on for new accounts by itself. sign up, then email me at olive@reframe.so and say you want insights on your bot. the steps after that are in chatbot analytics for a small business.
if there's something you want to know about your chats that the tab doesn't show, tell me. i can build that.
olive