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Chatbot interactions - Adobe Analytics implementation best practices

Forum|Forum|3 years ago
January 24, 2022
5 replies
2748 views

Hello Experts,

Hope you are doing well.

I'm currently working on "data collection" from Chatbot on our business website. I would like to know if there are any implementation guides or best practice docs. We are thinking about data layer based triggers (at each interaction) to capture data and trigger beacons.

Consider the following:

1. Chatbot open (chat initiate)

2. Chatbot close (end chat and terminate char window)

3. Link clicks in chat logs, chatbot throws link clicks (of links to pages within our site for customers to visit) and links within chat window to fetch content

Best,

Kishore

Analytics

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Best answer by Alexis_Cazes_

Before thinking about using DOM scrapping or DCR implementation or Data Layer, we first need to figure out if the provider of your chatbot functionality has implemented its own eventing/notification system.

In our case we use LivePerson and there is data receiver you can configure to emit events with the details you need.

So check with your chatbot provider if such functionality exists. If it does just piggyback on top of it and create an adobe launch rule to handle these events and send correct analytics data

PratheepArunRaj

Community Advisor and Adobe Champion

Dear kishore963,

If you ask me, it is based on how the chatbot is integrated onto your website.

If it is added as an element, then you can just use click functions from Adobe Launch to trigger the variables you need. If it is an iframe, then you can ask the chatbot developer to dispatch the events or direct call based on the chatbot actions. We can also add parameters in Direct Call and thus should be upfront to track the link clicks within the chatbot.

Thank You, Pratheep Arun Raj B (Arun) | NextRow Digital | Terryn Winter Analytics

yuhuisg

Community Advisor

As with all measurement, you need to consider your business objectives. Usually, it boils down to determining what is considered "using the chatbot". Besides opening the chatbot, it could be number of messages, time between replies, etc etc. After you define that, then you'll know what and how to measure.

Alexis_Cazes_Accepted solution

Before thinking about using DOM scrapping or DCR implementation or Data Layer, we first need to figure out if the provider of your chatbot functionality has implemented its own eventing/notification system.

In our case we use LivePerson and there is data receiver you can configure to emit events with the details you need.

So check with your chatbot provider if such functionality exists. If it does just piggyback on top of it and create an adobe launch rule to handle these events and send correct analytics data

R

RaawiMahendru

Hey @kishore_reddy

Dialer Event : How many times a user clicked on a phone number(it will tell us user navigated from chat to phone support)
Chat interactive: response from both party received
Chat intend changes: while chatting with customer chatbot is changing its intend to understand customer needs.
(pass it to assisted channel): when chat bot can’t process the request passing it to assisted channel
Exit/Deep Links : We should be capturing this everywhere to understand which exit was from chatbot & how many came from elsewhere that links to the same content

Kishore_Reddy

Author

Community Advisor

Thank you, Experts!

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