> ## Documentation Index
> Fetch the complete documentation index at: https://docs.dialogshift.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Chatbot AI Statistics

> Explanation of every metric on the Chatbot AI statistics page in your DialogShift app

The **Statistics → Chatbot AI** page shows you how your chatbot is being used. This page explains what each number means.

<Info>
  Use the **date range** in the top right (default: last month). All metrics always refer to the selected period.
</Info>

## Basic metrics

| Metric                | Meaning                                                                                  |
| --------------------- | ---------------------------------------------------------------------------------------- |
| **Active users**      | Number of people who interacted with the chatbot during the period.                      |
| **Live chats**        | Number of chats that were handed over to your team (live chat).                          |
| **Auto answers**      | Number of answers the chatbot gave on its own.                                           |
| **Booking redirects** | How often the chatbot forwarded guests via a link into the booking flow on your website. |
| **Nights requested**  | Number of nights from these forwarded booking requests.                                  |

<Note>
  **Booking redirects** are teased bookings: the chatbot opens the web booking engine on your hotel website via a prepared link (like a quick booker, with a pre-selected room). These are **booking requests, not completed bookings** – the actual bookings are shown further down.
</Note>

### The rates (in %)

| Metric                | Meaning                                                                                                                                    |
| --------------------- | ------------------------------------------------------------------------------------------------------------------------------------------ |
| **Auto answer rate**  | How much the chatbot handled on its own, relative to chats handed over to the team. A high value means the bot answers most things itself. |
| **Live chat rate**    | Share of active users who entered the live chat.                                                                                           |
| **IBE redirect rate** | Share of active users who triggered a booking request.                                                                                     |

## Commercial evaluations

<Info>
  This section only appears if **booking revenue is tracked** for your hotel – either via the DialogShift tracking pixel in your booking engine or via an integration (e.g. HNS).
</Info>

| Metric             | Meaning                                                  |
| ------------------ | -------------------------------------------------------- |
| **Bookings count** | Actual completed bookings from guests who used the chat. |
| **Booking EUR**    | Revenue from these bookings.                             |
| **Booked nights**  | Number of nights actually booked.                        |
| **EUR per night**  | Average revenue per night.                               |

<Note>
  A booking is attributed to the chat when the guest **used the chat to inform themselves and then booked** – regardless of whether they used a link from the chat.
</Note>

## Usage over time

| Chart                              | Meaning                                                                                |
| ---------------------------------- | -------------------------------------------------------------------------------------- |
| **Active users per calendar year** | Weekly user counts compared: current year vs. previous year.                           |
| **Users per weekday**              | Which weekdays the chat is used most.                                                  |
| **Users per hour of day**          | Which times of day the chat is used.                                                   |
| **Behaviour scoring**              | Distribution of users by topic/intention (e.g. hotel info, booking, food & beverages). |
| **Channel split**                  | Which channels users chat through (e.g. website, smartphone, WhatsApp, QR code).       |
| **Reaction times live chat**       | How quickly your team responded to incoming live chats (e.g. under 10 minutes).        |
| **Touch points**                   | Which entry point opened the chats (e.g. chat button or a specific teaser).            |

<Note>
  Reaction times only count live chats **within your business hours**.
</Note>

## Example

How to read the numbers together:

* **16 active users**, of which **1 live chat** → live chat rate = **6%**.
* **65 auto answers** with only 1 handover → auto answer rate = **98%**: the bot handled almost everything itself.
* **4 booking redirects** for 16 users → IBE redirect rate = **25%**: one in four users triggered a booking request.
* **8 nights** from 4 redirects → on average 2 nights per request.

## Support

If you have questions about your numbers, contact DialogShift support at [support@dialogshift.com](mailto:support@dialogshift.com).