Data Insights

Customer insights are crucial for optimizing customer journeys and understanding the reasons behind customer actions. We have transformed these insights into clear, accessible intelligence, empowering you to make informed, data-driven decisions.

✅ Traffic source and engagement

✅ Popular communication channels

✅ Commonly asked topics

✅ Popular rooms & products

✅ Estimated time savings

✅ Room nights referred

✅ Revenue referred

✅ How to download statistics

✅ Word Cloud

Click on the Insights menu item to view reports

Within the AI Chatbot tab, there are multiple data fields to help you understand the way the customers are interacting with not only the AI Chatbot but also your website traffic.

The following are the key features:

Total Avatar Clicks: The total number of clicks on the Chatbot avatar on your website. Out of avatar clicks, some customers will start a conversation.

Total Conversations: The total number of conversations initiated by customers across all channels connected to your AI chatbot. A conversation is counted only when the customer sends at least one message.

Total Conversation Time: Total time spent by customers chatting with the AI Chatbot. The period spans from the moment they send the first message to the last response they received from the AI Chatbot.

Average Time per Conversation: Average time per conversation spent chatting with the AI Chatbot

Website Traffic to Avatar Clicks: Percentage of your website visitors who click on the avatar. This is a rough estimate; for accurate website visitors, refer to Google Analytics or other similar products you might be using. Between 1% and 3% is standard.

Website Traffic to Chat Conversion: Percentage of your website visitors who click on the avatar, and then start a conversation. This is a rough estimate; for accurate website visitors, refer to Google Analytics or other similar products you might be using. This is expected to be less than 1%.

Understanding Accuracy: Percentage of customer queries that the AI Chatbot was able to answer based on the Knowledge Hub available.

Negative Feedback as a %age of Avatar Clicks: The proportion of customers who give a thumbs down relative to the total number of avatar clicks.

Website Visits: Number of unique website visitors on the pages where the AI Chatbot is appearing. This is a rough estimate; for accurate website visitors, refer to Google Analytics or other similar products you might be using.

Digital Assistant Engagement: Total & Overnight (7pm to 7am) Conversations with the AI Chatbot.

Website Visit by Country: Table showing web visitors on your website by Country, avatar clicks, and the number of conversations. Example: Out of 100 visitors on your website, 4 clicked on the avatar, and out of those 4, 2 started the conversation.

Digital Assistant Engagement Time: Total Minutes & Overnight (7pm to 7am) Conversations time chatting with the AI Chatbot.

Commonly Asked Questions: List of the most common questions customers are asking the AI Chatbot.

Rooms & Products: Your rooms and products are displayed to the customers when they click on the Rooms and Availability option presented by the AI Chatbot. This table shows the rooms and products that are most commonly clicked on.

Popular Menu Items: Depending on your widget design, menu items may appear when the avatar is clicked. If Web Widget Items are enabled, this table tracks the number of clicks on those menu items.

Recent Queries: A live display of the latest messages sent to the AI chatbot. Click on any message to view the full conversation thread.

Menu Item Views: Depending on your widget design, menu items may appear when the avatar is clicked. A graph of the total number of menu items clicked by the customer.

Tickets by Category: Your AI chatbot can prompt customers to submit a ticket by presenting a form. This table displays the list of forms submitted by customers. For example, 5 customers may have submitted the 'Invoice Receipt Request' form, while 3 submitted the 'Lost and Found' form. Clicking on a form entry will take you to the associated tickets.

Website Conversations: Total chatbot conversations on the property website within the set time frame.

Facebook Conversations: Total chatbot conversations on the property Facebook page within the set time frame.

WhatsApp Conversations: Total chatbot conversations on the property WhatsApp page within the set time frame.

Instagram Conversations: Total chatbot conversations on the property's Instagram page within the set time frame.

Agent Conversations: If the Live Chat option is enabled for your AI Chatbot, this is the number of live chat conversations where your agents/staff handled the conversation.

Website Redirects: The total number of times customers have been redirected to your website through URLs shared by the chatbot. For example, if a customer asks about restaurant booking and clicks on the provided booking link, it is counted as a website redirect..

New Contacts: A form can be configured to appear when a chatbot conversation is initiated for the first time. This form allows you to collect remarketing details—such as name, email, and phone number—and request the customer's consent to receive marketing communications.

Estimated Time Savings: This statistic is calculated as 3 times the total chatbot conversation time, based on the assumption that chatbot interactions are more direct than human conversations, which typically include time spent on greetings, small talk, and closing. The amount is calculated by multiplying the time by the hourly rate configured at the business level. To update your hourly rate, please contact the Myma.ai team.

Booking Queries: Total chatbot conversations that contain booking queries, e.g. customer asking for room rates is counted as a booking query.

Booking Engine Leads: The total number of times customers clicked the 'Check Availability and Rates' button within the AI chatbot and were redirected to your booking engine to view details and complete their booking.

Room Nights Referred: The total number of room nights selected through the 'Check Availability and Rates' button when the calendar is displayed inside the AI chatbot. For example, if a customer chooses May 1st as the check-in date and May 5th as the check-out date, 4 room nights are counted as referred.

Revenue Referred: Calculated by having Room Nights Referred multiplied by estimated ADR (Average Daily Rate). The ADR is configured at the business level. To update your hourly rate, please contact the Myma.ai team.

The Contacts section shows all contacts captured by the AI Chatbot.

You can make use of the headers as a sort option. In order to filter out forms where the customers have agreed to receive re-marketing details (marked as Yes) you can click on Marketing Consent.

From then, you can unlock the details by clicking on the lock symbol at the end of the email address.

Subsequently, these details can be downloaded after unlocking by selecting the Download button that is now also visible.

You can also go to the Contacts screen by clicking on the View All Contacts button.

Aside from AI Chatbot statistics, you can also acquire an understanding about what topics the guests are asking the chatbot by navigating to Word Cloud.

For those who like to consume information visually, word clouds are a visually engaging way to showcase popular topics. The common conversation topics are highlighted, offering a quick and clear snapshot of key ideas, trends, or sentiments.