The AI Reply Analytics report is available under the “Feature Performance - Issues” group in the “Foundational Analytics” section.

Metrics in the AI Reply Analytics report can be reviewed across various filters like:

  • Date

  • App

  • Platform

  • Language

  • Feature Filter

This report explores key metrics such as Issues Created, Issues Resolved, CSAT, Time to Resolve, Issues Created Trend, CSAT Trend, and Time to Resolve Trend.

NOTE: The AI Reply Analytics report is only available for customers who have enabled the Suggest Response feature.

A new filter has been added to the AI Reply Analytics report:

Filter

Description

Examples

Feature Filter

Filters issue data with or without AI Reply.

This filter will contain the following two values:

  • With AI Reply

  • Without AI Reply
The 'With AI Reply' filter displays data for issues where the AI Reply feature has been used to AI responses.

The information mentioned above is also available in table format. You can download the data for every table in various formats by clicking on the download option.

For more details, please refer to the Helpshift Analytics page.

For details of the definition for each metric, please refer to the Glossary page.