Adoption & Engagement page

Yokohama Conversational Interfaces

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yokohama

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en-US

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Yokohama Conversational Interfaces

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convint

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convint

workflow

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Adoption and Engagement page in Assistant analytics

Release version: Yokohama

Updated October 27, 2025

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Summary of Adoption and Engagement in Assistant Analytics

The Adoption & Engagement dashboard in Assistant Analytics provides insights into user adoption and engagement trends over time. It allows administrators to track metrics such as average active users, new user growth, conversation volume trends, assist-to-execution ratios, and channel distribution, enabling targeted strategies to enhance user engagement and adoption of assistants.

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Key Features

Average Active Users: Displays the average number of users engaging with assistants, indicating ongoing engagement effectiveness.
New Users: Shows the number of users interacting with assistants for the first time, highlighting user base growth.
Average Conversations/User: Calculates the average number of conversations per unique user, revealing interaction frequency.
Active Assistants: Indicates the number of assistants driving engagement, helping identify effective tools.
Conversation Volume Trend: Tracks conversation volumes over time, allowing for investigation of engagement patterns.
Assist to Execution Trend: Measures the average number of assists consumed per execution, assessing the effectiveness of assistants in achieving outcomes.
Conversations per Channel: Illustrates the distribution of conversations across channels like Teams and Slack.
New User Growth: Monitors the increase in new users over a selected date range to evaluate onboarding success.

Key Outcomes

Using the Adoption & Engagement dashboard, ServiceNow customers can effectively track and analyze user engagement trends, optimize assistant deployment strategies, and enhance user retention. These insights will support the continual improvement of adoption initiatives, ensuring a more effective use of assistants across the organization.

View how users are adopting assistants and engaging with them over time, helping you track growth, activity, and interaction patterns.

The Adoption & Engagement dashboard page aggregates metrics related to user adoption and engagement, including average active users, new user growth, conversation volume trends, assist-to-execution trend, and channel distribution. The visual widgets enable administrators to monitor how assistants are being adopted, how frequently they are used, and how engagement evolves across different channels and time periods. These insights support targeted strategies to drive adoption and improve user engagement.

Adoption & Engagement dashboard page in Assistant analytics. — Figure 1. Adoption & Engagement dashboard page in Assistant analytics

The visualizations on the Adoption & Engagement page help you with the following.

Track user growth and engagement trends to inform strategies for increasing assistant adoption and user retention.
Identify patterns in conversation volume and channel usage, enabling you to optimize assistant deployment.
Monitor assist-to-execution trends to assess how effectively assistants are using assists to deliver desired outcomes.

Average Active Users: This area of the dashboard shows the average number of users actively engaging with at least one assistant in the selected period. This metric indicates the level of ongoing engagement and helps track the effectiveness of adoption initiatives.
Figure 2. Average Active Users
New Users: This area of the dashboard shows the number of new users interacting with assistants for the first time in the selected date range. This metric highlights the growth in user base and helps you assess the effectiveness of adoption initiatives.
Figure 3. New Users
Avg Conversations/User: This area of the dashboard shows the average number of conversations per unique user in the selected date range. It's calculated using the following formula: (Total AI assistant conversations)/(Number of unique users). This metric reveals how frequently users are interacting with assistants.
Figure 4. Avg Conversations/User
Active Assistants: This area of the dashboard shows the number of active assistants as on the last date of the selected date range. This metric helps you in identifying the assistants which are currently driving engagement and contributing to adoption.
Figure 5. Active Assistants
Conversation Volume Trend: This area of the dashboard shows the trend of conversation volumes over time, broken down by assistant. Hover over the chart to see total conversations by assistants and to view the % of conversations on that day relative to the total number of conversations in the selected date range. This metric helps you investigate periods of high or low activity to understand underlying causes and adjust engagement strategies.
Figure 6. Conversation Volume Trend
Assist to Execution Trend: This area of the dashboard shows the average number of assists consumed per execution or action on a given day. For example, if 100 assists were consumed to complete 50 executions, the assist to execution ratio is 2:1. This metric helps you assess how effectively assistants are using assists to deliver desired outcomes.
Figure 7. Assist to Execution Trend
Conversations per Channel: This area of the dashboard shows the distribution of conversations across different channels such as Teams, Slack, and so on.
Figure 8. Conversations per Channel
New User Growth: This area of the dashboard shows the growth of new users in a selected date range. A new user is a user who has had their first conversation with an assistant in the selected date range. Track new user growth to evaluate the success of onboarding and adoption efforts.
Figure 9. New User Growth