In a previous article, I discussed how to measure the accuracy of your Dialogflow ES chatbot.
However, the accuracy usually needs to be combined with the deflection rate of your chatbot to get the full picture of its usefulness.
Note: The deflection rate is defined as the number of times the bot deflects the query from the human.
Let us take a look at the accuracy mapping diagram again.
A true positive and a false positive are both considered deflections.
Let us suppose users sent 100 messages to the bot, and the breakdown is as follows:
Let us consider a different breakdown
As you can see, the accuracy is 90% in BOTH cases, but we obviously prefer the second case because it has a higher true positive rate. In other words, the bot is able to correctly answer many more questions on its own.
You can intuitively note that while we do want as high a deflection rate as possible, it should not be because we have a lot of false positives.
Conversely, we do not want a lot of true negatives just to maintain a high level of accuracy, because it means you are not making the most of your chatbot deployment.
<— End of article —>
This website contains affiliate links. See the disclosure page for more details.
Check out the Learn Dialogflow ES and Learn Dialogflow CX courses if you would like to learn Dialogflow in depth.
"The magic key I needed as a non-programmer" The custom payload generator was the magic key I needed (as a non-programmer) to build a good demo with rich responses in DialogFlow Messenger. I've only used it for 30 minutes and am thrilled. I've spent hours trying to figure out some of the intricacies of DialogFlow on my own. Over and over, I kept coming back to Aravind's tutorials available on-line. I trust the other functionalities I learn to use in the app will save me additional time and heartburn. - Kathleen R Cofounder, gathrHealth