Conversations Insights

A tour of the Conversations Insights dashboard, what each metric means, and how it impacts your business.

Overview

The Conversations Insights page is your first window into what Slang is accomplishing for you in the background each day. In this article, we will go through what each metric entails, how you might utilize the analytics, and any notes regarding those metrics.

Time Unlocked

• Total number of calls handled by the concierge multiplied by 2 minutes (the average time a human takes to handle a call)

This is time unlocked and given back to your staff to focus on in-person guest interactions or other duties since Slang is taking care of those inbound calls.

Coinciding Calls

• Total number of calls that occur at the same time

This metric highlights how Slang can always help guests even when staff is busy or your phone lines are tied up.

Guest Satisfaction

• Percentage of callers who responded to the post-call survey with a "yes" response when asked if Slang was helpful

Total Inbound Calls (Metric + Graph)

• Total calls by day over the given time frame

During vs After Hours

• Using hours from your Google Business profile, we tag each inbound call for the day as either being during or after your hours of operation

Hours are checked daily for changes to ensure any updates you make are reflected in Slang automatically.

Call Topics

• Policies that guests interact with most when calling into your business

Conversation Breakdown

Restaurant Answer Rate

• Percentage of calls Slang transfers to staff where the call gets answered in-house.

This metric can be helpful to know that if a caller does need to speak to a human, their calls are still being answered.

Unanswered Calls

• A count of all the calls that Slang transferred to your business that were not picked up. When a call is not answered or hits a busy signal, we consider it unanswered.

New vs Repeat callers

• Phone numbers are tracked through the concierge and then marked as a new or repeat caller

This references phone numbers as far back as you’ve been a live customer of Slang. These data points get better the longer you use Slang. This metric can help you understand how many repeat callers interact with the concierge to continue using it.

Conversation Breakdown

• Fully Automated - Successfully handled without the caller asking for staff

• Partially Automated - Successfully handled but the guest still requested to speak to staff

• Transferred - Caller requested a topic that is specifically set to forward to staff (e.g. catering, miscellaneous questions, etc.)

• Bypass - The guest immediately requested to speak to a staff member without posing a question to Slang

It’s common that Slang can handle a request to schedule a reservation or explain the happy hour menu, but callers will sometimes ask for a staff member afterward to provide more details.

Transferred Calls By Hour

• Calls that Slang transferred based on guest request or not being able to successfully answer their question while on the call

This metric can help better understand business needs and when call volume might increase enough to warrant staffing the phones.

Calls By Language

Slang AI serves calls primarily in English, but customers using our Bilingual Support feature can track how many callers interact with Slang in Spanish using this chart.

SMS Breakdown

Sent

• Number of text messages sent to callers

Opt-in Rate

• Percentage of callers that opt-in, or say "yes", when offered information via text

Call to Sent Ratio

• Number of total calls divided by the opt-in rate

Frequently Asked Questions

Why does my data look out of date?

Please note that our Insights pages update every night to add the previous day's insights.

What does it mean by "monthly change" (insight deltas)?

Deltas, or monthly changes, show the metric's change from the prior month. For example, if you are looking at April 25th, the monthly change will be comparing that data to March 25th of the previous month. 

Can I get my report emailed to me?

We send out an Insights snapshot every Monday at 11am EST to email addresses with access to a Slang account. If you do not receive this email, reach out to Support (support@slang.ai) for assistance.