Resolution rate
94.2%
Answered without a human
Analytics
Support performance this week
How well the assistant answers, what customers ask about, and why chats reach a person.
Avg first reply
1.8s
Across WhatsApp and web chat
Escalations
12
Handed to agents this week
CSAT
4.8/5
From 326 post-chat ratings
Conversations per day
AI resolved Escalated
182
Mon205
Tue196
Wed228
Thu241
Fri134
Sat98
SunWhy chats were escalated
- Customer asked for a person5
- Two negative messages in a row4
- Refund above approval limit2
- Low answer confidence1
Top questions by topic
| Topic | Share of chats | Resolved by AI |
|---|---|---|
| Order status & delivery | 31% | 97% |
| Billing & invoices | 22% | 95% |
| Account access | 18% | 92% |
| Product questions | 16% | 93% |
| Complaints | 8% | 71% |
| Other | 5% | 88% |