How to Measure Chatbot Performance: 8 KPIs That Matter
By Arden Talbot·
Vanity metrics like "total messages" tell you nothing. Eight KPIs tell you whether the chatbot is earning its keep. Here they are with target ranges.
The eight KPIs
Resolution rate
Percentage of conversations resolved without human involvement. Target 40-60% for consumer sites.
Handoff rate
Percentage escalated to a human. Target 10-25%.
CSAT
Customer satisfaction. Target 4.2+ out of 5.
Time-to-first-response
Target under 3 seconds.
Cost per resolution
Target under $0.10.
Leads captured
Compare to pre-deployment baseline.
Containment rate
Percent of conversations that did not escalate AND did not go unresolved.
Conversation depth
Average messages per conversation. Too shallow = thin answers; too deep = confusing.
Frequently asked questions
- Which single KPI matters most?
- Resolution rate. It drives every other downstream benefit.
- How often should I review?
- Weekly for the first 60 days, monthly after.