You content coverage score shows you how well your chatbot content covers the conversations you want to have with your chatbot users.
Your content coverage score doesn't worry about how accurate the chatbot was in selecting the right content, only whether the content you needed exists. If you were marking a lot of responses or Catch-Alls as needing to go to a new passage, this score will be a little lower.
The content coverage chart shows your chatbot's coverage as a percentage and as the actual count for this review:
- Expected answers indicate where the chatbot replied with the correct response.
- Unexpected answers indicate where the chatbot should have sent an existing passage but instead replied with a different passage or a catch-all.
- Catch-all indicates where the chatbot correctly replied with a catch-all response, such as when the chatbot user sent garbled text or a message the chatbot isn't intended to handle.
- Missing content indicates where the chatbot didn't have the content it needed to send the correct response.
Remember, each review depends not just on your chatbot's content, but what your chatbot users happened to send to your chatbot this time around. Don't worry if your content coverage fluctuates a little between reviews.
You can download a .csv file of missing content to plan the content improvements you will make to your chatbot.