Chatbots need to be continuously maintained and improved. For example, certain conversation pathways might not lead to goal completion, or an escalation trigger might fail.  Here are the top KPIs to measure chatbot success: Conversation completion rate: Track the percentage of completed conversations without requiring escalation to a human agent.  User satisfaction: Measure user satisfaction through surveys, feedback forms, or sentiment analysis to assess how satisfied users are with the chatbot's performance. Response time: Faster response times contribute to a positive user experience and demonstrate the chatbot's efficiency in providing timely assistance. First contact resolution (FCR): Determine the percentage of user inquiries resolved during the first interaction with the chatbot, without the need for escalation or follow-up. Escalation rate: A lower escalation rate signifies that the chatbot can handle various user inquiries and reduces the burden on human agents. Engagement rate:  Measure the number of interactions per session and average session duration. Higher engagement rates indicate online shoppers find value in the chatbot and are willing to interact with it repeatedly.