Today's consumers expect a seamless brand experience from initial engagement to checkout, with continued customer support being crucial. However, companies with small teams often struggle to meet these expectations. Chatbots can offer 24/7 sales and customer support, but they're not perfect and require ongoing reiteration and tuning. To enhance the customer experience, businesses need to track key chatbot metrics such as customer satisfaction, completion rates, fallback FBR, goal completion rate, human takeover rate, total tickets created, missed chats, unrecognized customer queries, average handling time, number of bot sessions initiated, new vs. returning users, blockers, conversation logs, and revenue generated. By monitoring these metrics, businesses can identify areas for improvement, optimize their chatbot content, and refine their conversational AI pipeline to provide a better experience for customers. Ultimately, the goal is to use chatbots as a tool to automate customer services and sales while providing a great experience with your brand.