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RESOLUTION RATE

The highest, reliably
measured effectiveness

PerfectBot resolves 60-70% of your customers' problems.
Our team reads a sample of chats and manually evaluates
the resolution rate.

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Correctly resolved by bot

2813

67%

Cooperated with an agent

360

Transferred to an agent

261

Unresolved

746

18%

Evaluated sample

31% 1295

The only reliable resolution rate evaluation on the market

Standard chatbot

Unknown

the true resolution rate
of customer service automation

Assumes incorrectly that effectively automated chats by a chatbot are all:

Chats not transferred to a consultant
Chats in which the user clicked bot menu
Chats in which the user didn't answer after the bot replied

PerfectBot

60 – 70%

the true resolution rate
of customer service automation

Human evaluation of chatbot resolution rate
Results based on a statistically significant sample of chats (+20%)
Transparent - all reviews tagged in the chats archive

Reliable evaluation

We are the only company that monitors automation effectiveness in such a reliable and transparent way.

We read and manually evaluate 20-40% of conversations manually evaluate of conversations

All ratings are available in the LiveChat archive

We evaluate the outcome
of the conversation

Correctly resolved by chatbot

PerfectBot responded perfectly or well enough to the user's needs,
who would then not have to seek further assistance.

Correctly resolved by bot

2813

67%

Cooperated with an agent

360

Transferred to an agent

261

Unresolved

746

18%

Cooperated with an agent

PerfectBot correctly understood the user's problem, began to solve it,
and redirected the conversation to a support agent as planned.

Transferred to an agent

PerfectBot did not understand the user's needs and
redirected the conversation to a support agent.

Unresolved

Conversations in which the client's problem was not successfully resolved.

Correctly resolved by bot

2813

67%

Cooperated with an agent

360

Transferred to an agent

261

Unresolved

746

18%

Chat-First Strategy

PerfectBot is so effective that our clients promote chat as their primary customer service channel - ahead of email and telephone.

Just like the clothing company LPP - where PerfectBot already handles 1/3 of all contact center inquries, accurately solving 70% of cases.