Insult Rate

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The Insult Rate is a KPI (Key-Performance-Indicator) in Chatbot Analytics, which indicates how often the Chatbot is insulted by the user. If, for example, there were two of a total of 20 conversations in which an insult came from the user, this results in an insult rate of 10%. Chatbots often reach their limits by not answering users' questions or providing false information. This usually results in frustration with the user, resulting in insults. Sometimes insults occur even without any reason from the user. Because the inhibition threshold for verbal abuse on the Internet is low due to anonymity. Especially with chatbots, where there are no human interlocutors. Chatbots are accordingly victims of so-called trolls. Trolls are known from the social networks that provocatively express their opinions through given commentary functions on postings.

In general, the insult rate is an important metric that can provide information about user acceptance or the efficiency of the chatbot. When observing the insult rate, however, one should also keep in mind which target group is involved and what effects the specific use case can have.

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