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Summary of Voice Page in Assistant Analytics
The Voice dashboard in Assistant Analytics provides insights into the performance of voice assistants.It aggregates key metrics such as total conversations, call durations, conversation outcomes, and user sentiment, allowing customers to monitor and enhance voice assistant interactions effectively.
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Key Features
Total Voice Conversations: Tracks the total number of interactions with voice assistants, helping customers measure growth and set performance benchmarks.
Total Voice Conversations Deflected: Shows the number of queries successfully handled by voice assistants independently, indicating their effectiveness.
Conversations Transferred to a Live Agent: Displays how many interactions required escalation to a live agent, helping identify areas for workflow optimization.
Number of Tickets Created: Reflects issues needing formal tracking post-conversation, assisting in evaluating assistant performance and improvement areas.
Conversations Disconnected: Indicates instances where interactions ended prematurely, highlighting potential technical issues to investigate.
Inferred Customer Satisfaction (CSAT) Score: Measures user sentiment based on voice interactions, allowing customers to track satisfaction trends over time.
Average Voice Conversation Duration: Assesses efficiency by monitoring the length of conversations, helping identify opportunities for improvement.
Deflection by AI Agent: Evaluates individual AI agents' effectiveness in resolving user issues independently.
Key Outcomes
By utilizing the Voice dashboard, ServiceNow customers can enhance user experience, optimize voice workflows, and minimize reliance on live agents. The insights provided allow for targeted improvements, ensuring more efficient and satisfactory interactions with voice assistants.
View how voice assistants are performing, including total calls, average call duration, conversation outcomes, and user sentiment.
The Voice dashboard page aggregates key metrics related to voice assistant usage and performance, including total voice conversations, deflected conversations, conversation outcomes, satisfaction scores, and performance of AI agents
invoked by voice assistants.Figure 1. Voice dashboard page in Assistant analytics
The visualizations on the Voice page help you with the following.
Monitor the volume and outcomes of voice assistant interactions to assess adoption and identify areas for improvement.
Track inferred customer satisfaction (CSAT) score and engagement metrics, helping you enhance user experience and efficiency.
Analyze AI agent performance and conversations deflected to optimize voice workflows and reduce reliance on live agents.
Voice assistants
Total voice conversations
This area of the dashboard shows the total number of conversations with voice assistants in the selected date range. Use this metric to track growth in voice interactions and set benchmarks for assistant performance.Figure 2. Total voice conversations
Total voice conversations deflected
This area of the dashboard shows the number of voice conversations successfully self-handled by voice assistants, measured through large language model (LLM) transcript analysis. This metric measures the effectiveness of voice
assistants in handling user queries independently.Figure 3. Total voice conversations deflected
Additional conversation outcomes
Conversations transferred to a live agent
This area of the dashboard shows the number of conversations transferred from a voice assistant to a live agent for further assistance. This metric indicates how often users require support beyond what the voice assistant can
provide. Use this data to identify common escalation triggers and optimize assistant workflows to reduce unnecessary transfers.Figure 4. Conversations transferred to a live agent
Number of tickets created
This area of the dashboard shows the number of tickets, for example, incident and case records, created for follow up actions after a conversation. This highlights instances where user issues required formal tracking and
resolution. Monitor ticket creation trends to assess assistant effectiveness and identify areas for improvement in issue resolution.Figure 5. Number of tickets created
Conversations disconnected
This area of the dashboard shows the number of conversations that ended abruptly or disconnected before completion. Reveals potential friction points or technical issues in voice interactions. Investigate disconnected conversations
to improve assistant reliability and user experience.Figure 6. Conversations disconnected
Conversations and user insights
Inferred customer satisfaction (CSAT) score
This area of the dashboard shows the average inferred CSAT score for voice conversations in the selected data range, calculated through LLM transcript analysis. Scored on a 5-point scale, 1 = least satisfied and 5 = most satisfied.
This metric tracks user sentiment for voice assistant interactions. Track CSAT trends to evaluate the impact of assistant updates and guide improvements in user experience.Figure 7. Inferred customer satisfaction (CSAT) score
Average voice conversation duration
This area of the dashboard shows the average duration of voice conversations before resolution or transfer to live agent. This metric helps assess the efficiency of voice interactions. Use this metric to identify opportunities to
streamline conversations and reduce resolution time.Figure 8. Average voice conversation duration
Use of AI agents
Deflection by AI agent
This area of the dashboard shows the number of conversations deflected per AI agent. This metric measures the effectiveness of individual agents in resolving user issues independently.Figure 9. Deflection by AI agent
