The bot analytics AI agent helps supervisors and administrators get information about bot flows and virtual agent performance using natural language queries. This AI agent relies on aggregated metrics that align with the Virtual Agent Dashboard and the Bot Performance View. The bot analytics AI agent can retrieve metrics data based both on name (that is, the name of a bot or virtual agent) and on data (that is, identifying relevant bots or virtual agents by a specific metric). The responses intentionally combine the metrics with interpretation based on industry patterns and best practices and with guidance on the next steps.

You can use the bot analytics AI agent to perform the following tasks:

• Provide insights about metrics such as containment, transfers, and abandonment.
• Provide information on error and recognition issues.
• Present the data with qualifiers, such as metrics, entities, time ranges, sort order, and row limits to ensure clarity.
• Slice the aggregate data by bot version or customer intent.
• Suggest investigation and optimization steps.

Genesys Cloud Copilot asks for additional information when the prompt is not specific enough. It also reports when it cannot complete a request, for example due to missing permissions.

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