Do you want to improve the answers of your ActiveChat chatbot?
Then you need to analyze the keywords your chatbot didn’t know an answer to!
But, with ActiveChat that’s quite hard to do…
Therefore, I made a complete guide + free template to make a dashboard in which you can easily analyze the unrecognized keywords.
Let’s dive in.
The dashboard that we are going to make will consist of:
- Number of undetected keywords
- Which keywords the chatbot didn’t understand
- How times each keyword was typed in by users
- Filtering on date
And looks like this:
So, how do we make this? We first start with a Google Sheet.
The Google Sheet for the User Input Dashboard
We need a Google Sheet to store the data of the dashboard.
The Google Sheet includes:
- The unrecognized keyword
- The date
- The User ID of the user
- The first name of the user
- The last name of the user
You might think “Why do we need all the information of the user?”
Good question. Maybe you want to know why the keyword was said by the user. Or in which context it was said. Then it is extremely useful if you can go back in your conversations and analyze them specifically. And to do that, you need the ID, first name and last name.
Of course you don’t have to make the Google Sheet yourself:
- Go to this link for the Google Sheet
- Click on File –> Make a copy
- Give an appropriate name and folder in your Google Drive and click on “Ok”
Now you have the Google Sheet, let’s dive in to ActiveChat.
Note: The Google Sheet is filled with one test row, which is necessary for the integration with Google Data Studio (later on). So it is important to not delete this row!
Capture User Input from ActiveChat
Next, we have to capture the undetected keywords from ActiveChat and send it to Google Sheets.
So, we need to integrate ActiveChat with Google Sheets.
Go to Settings –> Integrations and click on the Google integration:
Then a pop-up will come and you need to click on “Connect”:
Once you connected Google to ActiveChat, you need to go the default skill in ActiveChat, which will probably look something like this:
Now, we need to add a GS Update block to that:
So, it looks like this:
Next, we need to set the content of the Gs update block:
- Spreadsheetid: Select the copy of the sheet I made above
- Worksheet: Select the first worksheet
- Row: 2
- Insert: true
And set the corresponding columns and values:
- A = $_last_user_input
- B = $_date-$_month-$_year $_hour:$_minute:$_second
- C = $_userid
- D = $_first_name
- E = $_last_name
Note: if you are using Facebook Messenger or Telegram, you need to set C = $_id instead of $_userid
And we are all set!
If ActiveChat doesn’t recognize a keyword, that keyword will be sent to the Google Sheet.
Creating the actual User Input Dashboard
Now, we are going to make the actual User Input Dashboard. And we are going to make this in Google Data Studio.
Why Google Data Studio?
- You can change the look of the dashboard to your needs (really useful if you want to make a specific look per client)
- It’s possible to integrate many sources. So next to the analytics of your chatbot, you can put the analytics of your website. This gives you 1 place to look for all of your analytics, instead of many different platforms
- You can easily tweak the dashboard
- And the best: it’s FREE.
Google Data Studio is great. I use it for many clients to integrate all the analytics in one overview.
First, make a copy of my dashboard here. Go to the link and then click in the right top corner on the Copy icon.
Then a pop-up will open:
Click on “Select a datasource” and then on “Create new data source”:
A new screen will show with many different integrations, but you need to click on “Google Sheets”:
Then select the right Spreadsheet and the first worksheet. Use the options “Use first row as headers” and “Include hidden and filtered fields” and click on “Connect”:
Next, you need to change one field. You need to change “Record count”:
To “Number of keywords”. You can change this by just clicking on the field and start typing:
Click on the following screen on “Add to report” (on the top-right corner):
And ultimately, click on “Copy report”:
Now, the result should look like this:
There is only one last thing you need to do: Remove the second row from the Google Sheets. This row was necessary to make the dashboard in Google Data Studio, but isn’t necessary anymore.
And that’s it!
Now, we have a dashboard in which the unrecognized keywords will be automatically added, so it will be easy to improve the answers of your chatbot.
You can also filter on date (on the top-right corner of the dashboard), so it’s easy to see if your chatbot answers improve over time.
Now I have a question. Did you find this useful? Are you going to use it? Leave a comment!