AI & Chatbot Performance
3,247
Total Conversations
22% vs last period
94%
Auto-Resolution Rate
3% improvement
12s
Avg Response Time
2s faster
6%
Escalation Rate
1.5% lower
3,456
WhatsApp Sent
15% vs last period
1.2s
Avg AI Response
0.3s faster
Conversations Over Time
W1
W2
W3
W4
W5
W6
W7
W8
W9
W10
W11
W12
Resolution by Tier
100%
AI Auto-Resolved
78%
Agent Resolved
18%
Senior Escalation
4%
Top Query Topics
Order Status
23%
Payment Issues
18%
Service Quality
15%
Account Help
12%
Refund Request
10%
Other
22%
WhatsApp Analytics
127
Sent Today
98.2%
Delivery Rate
87%
Read Rate
34%
Reply Rate
Notifications by Type
| Type | Count |
|---|---|
| Order Updates | 45 |
| Payment Receipts | 32 |
| Delivery Alerts | 28 |
| Reminders | 15 |
| Promotions | 7 |
Failed Deliveries
| Phone | Reason | Action |
|---|---|---|
+966 5XX XXX 23 |
Invalid | |
+966 5XX XXX 87 |
Blocked | |
+966 5XX XXX 41 |
Timeout |
Escalation Analysis
| Conversation ID | User | Trigger Phrase | Topic | Outcome |
|---|---|---|---|---|
AI-4821 |
Mohammed A. | "I want to speak to a manager" | Payment Dispute | Resolved by Agent |
AI-4819 |
Fatimah S. | "This is unacceptable, refund now" | Refund Request | Refund Processed |
AI-4815 |
Khalid R. | "Your bot is useless" | Service Quality | Resolved by Agent |
AI-4812 |
Nora H. | "I need a lawyer" | Legal Concern | Escalated to Senior |
AI-4808 |
Ahmed K. | "File a complaint" | Order Issue | Resolved by Agent |
AI Improvement Suggestions
Top unresolved query patterns that could be added to the AI knowledge base:
"How do I get a refund for cancelled order?"
47 occurrences
"Can I change provider after booking?"
31 occurrences
"Why was my wallet deducted twice?"
24 occurrences
Chatbot Configuration
5 sec
Time before AI responds to simulate natural typing
Escalation Rules
60%
AI escalates to a human agent when confidence falls below this value
Escalate if AI cannot resolve within this many back-and-forth turns
refund
dispute
complaint
manager
lawyer
Conversations containing these keywords will be immediately escalated
Business Hours
| Day | Hours |
|---|---|
| Sunday | 09:00 - 18:00 |
| Monday | 09:00 - 18:00 |
| Tuesday | 09:00 - 18:00 |
| Wednesday | 09:00 - 18:00 |
| Thursday | 09:00 - 18:00 |
| Friday | Closed (AI only) |
| Saturday | Closed (AI only) |
WhatsApp Templates
| Template Name | Status | Last Updated |
|---|---|---|
| Order Confirmation | Approved | Jan 15, 2026 |
| Delivery Notification | Approved | Jan 20, 2026 |
| Payment Receipt | Approved | Feb 01, 2026 |
| Weekly Summary | Pending | Feb 05, 2026 |
| Promotional Offer | Rejected | Jan 28, 2026 |