Reports

Actionable data insights

In the Product Highlight series, we dive into various features and functionalities of the Console, the interface of our Guest Communications Hub. It’s a more detailed overview showing how to understand better and improve your guest communications efforts with the support of our conversational AI. Let’s look at how HiJiffy’s solution brings valuable insights upfront to empower you to make data-driven decisions with our reports.

What are the reports?

Easily accessible from the main menu in the Console, the reports section brings all data insights to the forefront, empowering you to make the best decisions to improve the performance of conversational AI and your teams. You can choose the date range you are interested in and select either Global metrics to zoom in on the performance of the chatbot, or Team metrics to better understand how to support your team members.

What data can you find in the reports?

Let’s take a closer look at each of the two views available with the reports.

Global metrics: monitor the performance of conversational AI

• Get a big picture with the essential KPIs
  
  
  • Active conversations. Understand the volume of conversations with your (prospective) guests.
    
    
  • Automation rate. The percentage of incoming guest queries that conversational AI was able to solve independently without the need for other agents’ input. This can give you an idea of the time and volume of work saved.
    
    
  • Requests to chat with staff + Replied conversations. Some conversations require the attention of your staff. Monitor if your teams are able to reply to all such conversations or if they need support.
    
    

• Get visibility of the busy periods with the conversations evolution. A graph that tracks the number of daily conversations, distinguishing between automated conversations (those handled and completed by conversational AI) and requests to talk to staff (which needed to be handled and closed by staff). It gives visibility to periods where you received the most incoming questions.
  
  
• Easily identify your busiest channels. This diagram presents where the conversations are coming from, giving you an overview of how popular each of your communication channels (connected to the Console) is with travellers and your guests.
  
  
• Track the number of bookings made after interacting with conversational AI and revenue from bookings generated this way for all your properties, or per specific ones.
  
  
• Understand what guests are interested in by deep diving into the breakdowns of the types of requests made, topics of frequently asked questions (FAQs) and tags attached to conversations.
  
  
• Chatbot CSAT score and its weekly evolution. The percentage of users satisfied with the performance of the chatbot – the overall assessment of the responsiveness, helpfulness and accuracy of the answers provided. This is your indicator of how happy your guests are with the solution.
  
  
• Performance of the WhatsApp campaigns sent to your guests, such as check-in, feedback and check-out (available in the Premium plan).
  
  

Team metrics: identify necessary support and reward best performers

• Essential insights into your team’s performance. Get a quick overview of the number of first replies, resolutions, and the average time for both. You can also track the weekly evolution of the average times to monitor when your team may need extra support.
  
  
• Recognise individual performance. With a clear view of the performance metrics of each team member using the Console, you can easily identify top performers and reward their contribution to the team’s success. This insight will also allow you to identify which team members may require your support to improve their performance.
  
  
  

• Identify the busiest times to adjust staffing levels. The team metrics reports also give you a useful overview of the request to chat with staff at different times across the week, which can be used to adjust the staffing levels in your team to meet the demand.
  
  

What benefits do the reports bring to you and your teams?

• Enhanced guest satisfaction. Thanks to valuable metrics at your fingertips, you can track the performance of the conversational AI, as well as your teams, to ensure the quality of your service continues to be excellent. User-friendly display of data helps you to find opportunities for further optimisation of the performance and in turn, a better guest experience.
  
  
• Improved teamwork. In-depth reports on your team’s performance with the possibility to zoom into an individual level, allow you to easily recognise your team’s achievements and identify areas for improvement.
  
  
  
• Data-driven decision-making. Make confident decisions based on continuously updated information and actionable insights.