View performance analytics for Shopping Assistant (Early Access)Updated 21 days ago
You can measure your Shopping Assistant’s performance using Gorgias’ detailed reports. By reviewing the Shopping Assistant report in your Statistics, you can review how effective your Shopper Assistant’s conversations have been based on key metrics like influenced revenue (GMV), average order value, conversion rates, and more.
You can also get insight into Shopping Assistant’s use of discount codes and the effectiveness of the product recommendations it gives to shoppers.
In this article, you’ll learn:
- How to filter and read data in the Shopping Assistant report
- Understand Shopping Assistant's performance metrics
- How to download your data
- How orders and revenue are attributed to Shopping Assistant
Requirements
- Any role in Gorgias (Observer → Admin) may view the Shopping Assistant report
- Only Team Leads and Admins can download data
Filtering and reading data
In the Shopping Assistant report, you can filter results by date range to change your view of the data. You can also select various metrics to drill down and review Shopping Assistant’s tickets.
- Open the Shopping Assistant report
- Go to Statistics, then select Shopping Assistant from the menu
- You can also access the report by going to AI Agent > Shopping Assistant > Analytics
- Filter by date → use the Date filter to adjust the results on the page
- Choose a preset date range or use the calendars to select a custom range
- Use the Aggregation filter to group results by Day, Week or Month
- If you have multiple stores, use the Store filter to change which Shopify store you want to see results from (if viewing report from the Statistics menu).
- Drill down to review Tickets → select stats like Conversations, Success Rate, and Discounts Offered to see the list of tickets associated with each metric, including the outcome of each ticket (Automated or Handover)
- Select any ticket from the drill down list to go directly to the conversation in your helpdesk
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Main sales metrics
Your main metrics help you assess how effective AI Agent’s conversations have been at influencing sales and providing a return on investment.
Shopping Assistant is considered to have influenced a sale if the shopper places an order after a conversation with the AI, with no direct handover to a human agent. Learn more.
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Review the following table for a breakdown of each metric:
| Metric | Description |
| Conversations | the total number of sales conversations handled by Shopping Assistant |
| GMV Influenced | the total revenue generated from orders placed within 7 days of a conversation with Shopping Assistant, with no direct handover to a human agent |
| GMV Influenced Rate | the percentage of your store’s total revenue influenced by Shopping Assistant |
| ROI | The return on investment from Shopping Assistant, based on revenue generated and your cost. |
| GMV influenced % over time | The percentage of your store’s total GMV influenced by Shopping Assistant, shown over time. Use the report’s filters to change the timeframe and how data is aggregated (by day, week or month). |
Order data
You can use the Order Data section to understand how Shopping Assistant influenced your order volume and revenue.
Shopping Assistant is considered to have influenced an order if the shopper places an order after a conversation with the AI, with no direct handover to a human agent. Learn more.
Review the following table for a breakdown of each metric:
| Metric | Description |
| Orders influenced | the total number of orders placed within 7 days of conversation with Shopping Assistant, with no direct handover to a human agent |
| Average order value | The average value of orders placed within 7 days of a conversation with Shopping Assistant. |
Shopping Assistant performance
You can use Performance section to measure how effectively Shopping Assistant resolves sales conversations (Success rate), how many interactions it converts into a sale (conversion rate), and the overall time savings for you and your team.
Review the following table for a breakdown of each metric:
| Metric | Description |
| Success rate | The percentage of Shopping Assistant conversations that were fully resolved without escalation to a human agent |
| Conversion rate | The percentage of Shopping Assistant interactions that resulted in a sale within 7 days. |
| Time saved by agents | The estimated time that human agents would have spent on conversations that were instead handled autonomously by Shopping Assistant. |
Discount codes and product recommendations
When someone starts a Chat on your website, Shopping Assistant may make product recommendations or offer discount codes based on the shopper’s buying intent and your discount settings
Use the metrics in this section to track AI Agent’s use of discount codes and the effectiveness of product recommendations.
Review the following table for a breakdown of each metric:
| Metric | Description |
| Discount offered | the total number of discount codes that Shopping Assistant created and offered to shoppers |
| Discount codes applied | The number of discount codes created by Shopping Assistant that were used to make a purchase |
| Discount usage | The percentage of discounts sent by Shopping Assistant that customers applied at checkout |
| Average discount amount | The average discount amount (in $) offered by Shopping Assistant and applied by customers |
| Product recommendations | the number of products recommended by Shopping Assistant |
| Click through rate | the percentage of product recommendations clicked by shoppers |
| Converted recommendations | the percentage of product recommendations that led to a purchase |
| Top products recommended | a list of the top products that Shopping Assistant recommended to customers, including:
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Downloading your data
You must be a Team Lead or Admin to download data
- Select Download Data at the top of the report page to export your data to a spreadsheet.
FAQs
How are orders and revenue attributed to Shopping Assistant?
When a shopper places an order with your store, we attribute the order and revenue to Shopping Assistant if any of the following scenarios occur within 7 days of the conversation:
- A discount code that Shopping Assistant gave to a customer was redeemed
- A product that Shopping Assistant recommended was added to the shopper’s cart and an order was placed
- The shopper clicked on a link that Shopping Assistant shared and an order was placed
- The shopper engaged in a conversation with Shopping Assistant and an order was placed with no direct handover to a human agent
