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Chatbot analytics issue


Level 2

Hello Folks,


I am trying analytics for chatbot in Adobe analytics. What kind of data we can track from chat? Can we track chatbot it self and end-user discussion?


Please advise on this issue

1 Reply


Community Advisor

There aren't any special technique for tracking chatbot interactions. Essentially, you'll be using Custom Links to track those interactions. These chatbot interactions are not links per se, but since you're tracking events, then Custom Links are the closest hit type that AA has to event tracking. You might use Pageviews to track when a chat is started, but I personally find Custom Links easier to implement, given how chatbot APIs work.

There are also no hard-and-fast rules about what to track. Common interactions that you might track are:

  • when a chat has started,
  • when the user has entered a message in the chat,
  • when a link in a chat has been clicked,
  • when a chat has ended -- possibly together with the chat duration and number of messages exchanged

Warning: Be careful that you don't track personally identifiable information!