Analytics
A dashboard that only says how busy you were is decoration. The useful question is what to do on Monday.
Handed to a human
38%
You could prevent
64%
Questions to answer
12
The problem
'The AI handed 70% of chats to a human' means nothing on its own. A customer asking for a person is the product working; an empty knowledge base is the product failing.
Handoffs are split by cause — knowledge gap, low confidence, customer asked for a person, quota, outage — and only some of those are yours to fix.
One number worth watching, instead of a rate that should never reach zero.
Real per-conversation cost, and what it is doing day by day against your wallet, so growth never comes with a surprise bill.
Everything below is built and live today — not a roadmap.
The number behind the number
Neither — a handoff rate cannot tell you. Split by cause, most of it is the product working, and the rest is a list of things to write down.
Handed to a person
31%
128 of 412 conversations
You could have prevented
45%
58 of those 128
Customer asked for a person
61Not in the knowledge baseFixable
38Answer wasn't certain enoughFixable
14Ran out of AI conversations
9Gave up while looking things upFixable
6The questions it could not answer
Do you deliver to Sylhet?
asked 9×Can I exchange instead of return?
asked 6×Is EMI available?
asked 4דThe AI handed 31% of chats to a human.” Good or bad? Neither — the number cannot tell you, and every dashboard that stops there is decoration.
Sixty-one of those were customers asking for a person. That is the product working exactly as you set it up, and driving it to zero would mean trapping people with a bot. Fifty-eight were the AI having nothing to answer from, or not being sure enough to try. Those are yours, and they are the only ones worth a Monday morning.
Which is why the questions themselves are kept. Not a chart telling you to “improve your knowledge base” — the actual sentences your customers typed, with how many people asked, in the order it is costing you. Write the answer once and it stops appearing here.
What it costs
Not per message, and not at the end of the month when it is too late to do anything about it.
Most AI tools bill you per message and let you find out at the end of the month. A busy Friday then costs whatever it costs, and you learn the number when it is too late to do anything about it.
Here a conversation is charged once, however long it runs, and what it cost is on the screen the next morning — per conversation, per day, against a wallet balance you topped up deliberately. Growth stops being a surprise bill.
These figures come out of the wallet ledger itself, not a second calculation done for the chart. What the analytics page says you spent and what the billing page says you spent are the same sentence read twice.
৳1.40
per conversation
৳437
spent this month
৳1,563
wallet balance
Billed conversations per day
A conversation is charged once, however many messages it takes.
Add your FAQ, connect one channel, and see how much the AI handles before you pay anything.
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