User statement is something that a user types during a conversation. It might be a request, a question, or anything else. Kbot evaluates user statements and allows you to study the corresponding processing statistics.

The Chatbot > Conversations report helps you to perform the following:

• View the list of conversations over the specified period.

• Check user statement statuses.

• Study the conversations' content.

User statement status

Kbot classifies each user statement into one of 5 categories.

Completed

User statement is marked as Completed when Kbot:

• Understands what a user wants to do.

• Knows how to handle the situation.

• Solves the user’s problem.

Abandoned

An intent is the user's goal. Something that he or she needs at the moment. If the processing of an intent is stopped or interrupted in the middle, the user statement is marked as Abandoned.

There are two ways this status can be assigned:

• Reaching the timeout. Imagine going for a coffee and leaving the computer on.

• Typing stop before the intent processing is finished.

Not enough

Once an intent’s processing is done, Kbot might ask a user whether the problem was solved or not. This is a common scenario for search-specific intents with the knowledge base response type, which provide users with articles.

If a user states that the reply is insufficient, the input is marked as Not enough. Thus, a knowledge manager is aware that some bot replies must be improved.

Not understood

User statement is marked as Not understood when Kbot does not have any options on replying to a user request.

Failed

In case an internal technical error occurs while a user statement is being processed, the Failed status is assigned.