Last Updated on April 7, 2025 by Holland Rocha
Understanding how AI and automation affect customer service helps you better understand your support operations. That’s why we’re excited to introduce powerful new reporting tools! With these Re:amaze reporting updates, you’ll get a clearer picture of AI-driven interactions, chatbot effectiveness, and productivity metrics—helping you make more informed decisions.
AI & Chatbot Report: Measuring AI’s Impact on Your Business
Our AI & Chatbot Report gives you an in-depth look at how AI is shaping customer conversations. With key metrics and detailed insights, you can track performance and identify areas for improvement.
- AI Impact Rate – The percentage of all conversations during a given period involved AI assistance.
- Team Time Saved – Measures the time between a customer’s first message and when the conversation escalates, helping you gauge AI’s efficiency in handling inquiries.
- Customer Waiting Time Saved – Understand how much time AI reduces in first-response wait times. This is calculated by multiplying your average first response time by the number of conversations the bot participated in.
- Content Score – Displays content score only if the report is filtered for a specific brand. The content score is calculated based on the tools and content you’ve set up. Your points are added based on the following actions:
- Created Conversation Starters for Chat (+10%)
- Bots enabled for Chat (+10%)
- Turned on Chatbots (+20%)
- Created your first FAQ article (+10%)
- Created 20 FAQ articles (+20%)
- Created one workflow (+10%)
- Set up Custom AI Context (+20%)
- Chatbot Impact Over Time – A graph showing chatbot participation, resolution rate, and escalation rate trends.
- Chatbot Order Attribution – Tracks revenue linked to chatbot-assisted conversations. This report shows how AI-driven interactions contribute to sales, including the total dollar amount attributed to the shopping assistant.
AI Productivity Report: Tracking AI Engagement and Efficiency
The AI Productivity Report focuses on how AI tools are used within your team and their overall effectiveness. Moreover, it provides insights into areas where AI can further enhance productivity and support.
- Total Usage – The total number of times AI-driven features were used across your brand(s).
- Involvement Rate – The percentage of conversation threads that included at least one AI-powered feature.
- Content Score – Also included in this report to help you improve AI and chatbot content.
- Total Usage Over Time – A chart that tracks AI feature usage over time, helping you spot trends in adoption.
- Detailed AI Usage – A breakdown of AI usage by feature type, top users, and comparisons to previous periods.
Make Data-Driven Decisions with Re:amaze Reporting Updates
These new reports are designed to help you get the most out of AI and chatbots in your customer support strategy. By examining key metrics like AI efficiency, chatbot performance, and user engagement, you can gain valuable insights into areas for improvement. This allows you to optimize your workflows, reduce response times, and ultimately save your team significant time.