This article explains two powerful enhancements to your analytics: AI goal analytics and AI conversation categorization. These features are designed to provide crucial visibility into your AI SDR agent's behavior and performance, helping you understand how it engages with website visitors.
AI Goal Analytics
We have added six new concepts related to AI goals to give you a more granular view of performance.
- AI goal activated: Represents an AI goal that the AI SDR started to pursue, regardless of whether it was completed.
- AI goal completed: Represents an AI goal that was successfully completed by:
- Booking a meeting
- Routing to a sales rep
- Giving visitor guidance
- Sharing an offer
- AI goal not completed: Represents an AI goal that was activated but never completed (for example, the visitor left before answering qualification questions).
- AI goal with engagement: Represents a goal that was activated and either received engagement from the visitor (like providing an email or answering a question) or was completed.
- AI goal trigger: This explains how the AI goal was activated.
- Button: The visitor clicked on a CTA button in the conversation window.
- AI SDR Conversation: The visitor mentioned a topic within the conversation that activated the goal.
- AI goal trigger topics: Refers to the specific topics that were used to activate a goal when the trigger was an 'AI SDR Conversation'.
AI Conversation Categorization
To provide a clearer, high-level theme for the AI SDR’s interactions, Qualified now automatically categorizes conversations where a visitor engages with the AI SDR.
This categorization happens for every conversation where the AI SDR joins and the visitor replies (either with text or by selecting a picklist option). At the end of such a conversation, an LLM-powered evaluator analyzes the interaction (before the visitor is routed) and categorizes it.
The categories are:
- Sales: The visitor is potentially interested in buying a product or service. This includes asking general questions about the company or its offerings, or asking questions that help them make a purchase decision.
- Support: The visitor is an existing customer asking questions about using the product or service, or requesting educational resources without showing purchase intent.
- Spam: The visitor is not discussing the company or its offerings, is asking irrelevant or nonsensical questions, or is deliberately avoiding business topics.
A note on accuracy: Please note that these AI-powered conversation categories may not be precise every time, as the evaluator is continually refined. Categorization is based only on the messages exchanged in a session and does not use external data (like Salesforce or your MAP).
If you find incorrectly categorized sessions, please send a list to your Qualified Success Architect (QSA) so we can improve the feature.
Where to Find This Data
You can use these new data points across Qualified's analytics platform.
- In reports:
- The AI SDR conversation category field is available as both a filter and a column.
- The new AI goal concepts (e.g., 'AI goal activated,' 'AI goal completed') are also available as both a filter and a column.
- The AI SDR conversation category field is available as both a filter and a column.
- In dashboards:
- There are four new types of dashboard tiles available for these goal analytics.
- Sessions where AI goals were activated
- Sessions where AI goals were engaged with
- Sessions where AI goals were completed
- Sessions where AI goals were not completed
- There are four new types of dashboard tiles available for these goal analytics.
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