Which aspect of bot performance is crucial for understanding customer interactions?

Understanding customer interactions with a bot is fundamentally linked to analyzing session end points. Session end points refer to the moments when a customer interaction with the bot concludes, which can provide insightful data regarding how users are engaging with the bot and whether their needs are being met.

Monitoring these end points can reveal patterns about where users might be dropping off or successfully completing their tasks. For example, if numerous sessions end without resolution, it may indicate that the bot failed to adequately assist customers, highlighting areas for improvement in the bot's design or functionality.

While customer feedback is essential for gauging satisfaction, it may not provide as structured of a view on interaction efficacy as session end points. Bot activation times and the number of users per channel, while relevant metrics, do not directly inform the effectiveness of the bot in handling user interactions. Therefore, focusing on session end points is vital for gaining a thorough understanding of customer interactions with the bot.