Measuring Chatbot Impact in Higher Ed: Measuring Chatbot Success and Performance Gaps

As chatbot adoption accelerates across higher education, institutions face a critical question: How do we measure success beyond basic usage metrics? This session presents a practical framework for evaluating chatbot performance using real institutional data from a scaled deployment that grew from 4 enrollment-focused chatbots to 17 across campus services. Participants will explore how metrics such as resolution rate, deflection rate, conversation volume, and staff engagement provide a multidimensional view of chatbot effectiveness. This framework separates signals of success such as high-resolution rates and strong staff engagement from indicators of performance gaps, including escalations and low-performing topics, enabling teams to identify gaps and prioritize improvements. We will also examine how chatbot data informs integration decisions that drive more personalized user experiences, as well as how combining chatbot analytics with call center data reveals true service impact. Attendees will leave with actionable strategies to measure, interpret, and improve chatbot performance at scale.