Self-Service & Automation Effectiveness
Last 30 days
Last 90 days
Last 6 months
All Bot Versions
v2.4
v2.3
All Channels
Bot
Knowledge Base
Community
Include False Deflection Costs
True Deflection Rate
52.3%
+4.1pp MoM
Raw vs True Gap
27.7pp
-2.3pp MoM
Automation ROI
+$34.2k
+$4.8k MoM
KB Zero-Result Rate
23.1%
+0.4pp MoM
Handoff Quality Score
62/100
+4 MoM
Intent Accuracy
84.7%
+1.2pp MoM
Channel Cost Comparison — Fully Loaded
Bot Conversation Abandonment by Node
Node Name
Abandonment Rate
Sessions
Account Lookup
42%
1,284
Billing Question
38%
892
Password Reset
34%
1,456
Feature Request
31%
623
Integration Help
18%
547
General Inquiry
12%
2,103
Top KB Articles by Effectiveness
Article Title
Views
Helpful %
Score
Getting Started Guide
4,821
87%
92
API Authentication
3,412
84%
89
Billing & Invoices
2,934
79%
81
Account Settings
2,567
76%
78
Troubleshooting Errors
1,892
61%
58
Data Export Options
1,243
58%
52
True vs Raw Deflection Rate (90 Days)
Monthly Automation ROI
Self-Service Adoption Curve by Account Cohort