New Session Flow enhancements bring deeper insights into user journeys

By Cristian Cavalli, Chatbase Software Engineer

The Session Flow report, which was an innovation in the bot analytics industry when Chatbase first launched, is one of our most popular features (available in both Standard and Enterprise editions). So, we’re excited to announce improvements to Session Flow that will help you analyze user journeys even more deeply and intuitively.

First, starting now, you can expose more branches (up to 24, including up to 12 each for Handled and Not Handled states) for the paths/intents shown in the report. This feature helps you dive more deeply into the journeys that matter most to you, and gives you visibility into interactions that were previously hidden in the “Other” bucket.

Second, you can now specify a custom data range for this report, currently extending back to May 2018. There’s no such thing as having too much data!

Finally, as you may recall, we recently added transcripts to Session Flow so you can review interactions in context at various stages of the conversation. For example, if a step in the conversation is associated with a high exit rate, you may want to pinpoint any specific user phrasing that led to a bot error, whether an "unsupported request", "missed request", or "misunderstood request" failure.

We hope you enjoy these changes; we welcome any feedback about them in comments or via chatbase-feedback@google.com. Sit tight, because more improvements are on the way!

About Chatbase
Chatbase is a cloud service for more easily building, analyzing, and optimizing AI-powered customer service virtual agents. Powered by Google machine learning and search capabilities, the Chatbase approach is faster, more accurate, and more comprehensive than manual methods, helping contact centers more quickly deploy and improve a virtual agent that improves customer satisfaction. Chatbase is brought to you by Area 120, an incubator operated by Google.


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