Customer care KPIs (in 2023)
| Number of new users engaging with the chatbots | 51,117 | Weighted average rate of messages resolved independently by the chatbots | 88.20% |
| Total messages exchanged | 312,617 | Weighted average rate of messages needing for customer suggestions | 0.78% |
| Unique conversations managed | 53,574 | Weighted average rate of unresolved messages (%) | 5.04% |
| Average messages per user | 6.16 m | Weighted Net Promoter Score* | positive 40.76% neutral 36.59% negative 22.65% |
| Number of new users engaging with the chatbots | 51,117 | Weighted average rate of messages resolved independently by the chatbots | 88.20% |
| Total messages exchanged | 312,617 | Weighted average rate of messages needing for customer suggestions | 0.78% |
| Unique conversations managed | 53,574 | Weighted average rate of unresolved messages (%) | 5.04% |
| Average messages per user | 6.16 m | Weighted Net Promoter Score* |
Note(s): *Calculated on the basis of data available for four chatbots (Peter, Erika, Jemma, Lionel)
Source(s): The above table was created by the authors
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