Chatbot Analytics

AI Chatbot Analytics

This skill helps you implement analytics for the AI coaching chat feature while maintaining HIPAA compliance.

Decision Points

1. Alert Threshold Configuration

IF abandonment_rate > 40% within 24h
  → THEN escalate to admin team
  → ELSE log for trending analysis

IF crisis_escalations > 5 within 24h  
  → THEN send email alert immediately
  → ELSE track for weekly review

IF error_rate > 10% within 1h
  → THEN send Slack alert
  → ELSE continue monitoring

IF token_cost > budget_threshold
  → THEN enable cost controls
  → ELSE continue tracking

2. Category Classification Decision Tree

IF metadata.usedCrisisProtocol == true
  → category = "crisis_support"
ELSE IF metadata.usedCopingStrategies == true
  → category = "coping_strategies"  
ELSE IF metadata.usedCheckInSupport == true
  → category = "checkin_support"
ELSE IF metadata.requestedClarification == true
  → category = "clarification"
ELSE
  → category = "general_chat"

3. Data Storage Compliance Check

IF data_contains(PHI_indicators)
  → REJECT storage, log metadata only
ELSE IF data_is_aggregate()
  → STORE for analytics
ELSE IF data_is_metadata()
  → STORE with encryption
ELSE
  → REVIEW manually before storage

Failure Modes

1. PHI Leakage

• Symptom: Analytics contain user messages, specific health topics, or emotional states
• Detection Rule: If analytics tables contain columns like messageContent, userQuery, or specificTopics
• Fix: Remove PHI columns, implement metadata-only tracking with category flags

2. Alert Fatigue

• Symptom: Too many false positive alerts overwhelming admin team
• Detection Rule: If alert frequency > 10 per day or admin response rate < 20%
• Fix: Raise thresholds, add time windows, implement alert severity levels

3. Token Cost Explosion

• Symptom: Unexpectedly high AI usage costs without visibility
• Detection Rule: If monthly cost > budget by 50% or avg tokens/session > baseline by 200%
• Fix: Check input length validation, implement conversation limits, add real-time cost tracking

4. Incomplete Session Tracking

• Symptom: Analytics show many abandoned sessions that were actually completed
• Detection Rule: If abandonment rate > 60% but user satisfaction remains high
• Fix: Verify trackConversationEnd() is called in all exit paths, add session timeout logic

5. Slow Query Performance

• Symptom: Dashboard loads taking >10 seconds, analytics queries timing out
• Detection Rule: If query latency > 2s or dashboard bounce rate > 80%
• Fix: Add indexes on started_at, user_id, and outcome columns, implement query optimization

Worked Example

Scenario: Implementing Crisis Escalation Tracking

Setup: User reports feeling overwhelmed, AI detects crisis indicators

// 1. Start tracking conversation
await trackConversationStart('conv-789', 'user-123');

// 2. AI processes message and sets metadata flags
const aiResponse = await processMessage(userMessage);
const metadata = {
  usedCrisisProtocol: true,
  usedCopingStrategies: false,
  requestedClarification: false
};

// 3. Expert decision: Check crisis threshold first
if (metadata.usedCrisisProtocol) {
  // Set category immediately
  const category = 'crisis_support';
  
  // Track the exchange with crisis flag
  await trackMessageExchange('conv-789', 
    { input: 150, output: 300 },
    1200, // 1.2s response time
    { hadFallback: false, hasCrisisIndicator: true }
  );
}

// 4. End conversation with escalation
await trackConversationEnd('conv-789', 'crisis_escalated');

// 5. Check if alert threshold reached
const recentCrises = await countCrisisEscalations(24); // last 24h
if (recentCrises > 5) {
  await sendAlert('crisis_spike', { count: recentCrises });
}

Expert catches: The crisis flag triggers immediate categorization and outcome tracking, bypassing normal conversation flow analysis.

Novice misses: Would wait until conversation end to classify, missing real-time escalation opportunity.

Quality Gates

• HIPAA audit passes: No PHI stored in analytics tables
• Query performance: All dashboard queries complete in <2s
• Data completeness: >95% of conversations have complete analytics records
• Alert accuracy: False positive rate <10% for all alert types
• Cost tracking: Token usage tracked within 1% accuracy of actual API calls
• Category coverage: >90% of conversations automatically categorized (not 'unknown')
• Session integrity: Abandonment rate calculation matches user exit patterns
• Real-time updates: Analytics refresh within 30s of conversation events
• Index coverage: All queries use database indexes (no table scans)
• Compliance validation: All stored fields pass PHI detection rules

NOT-FOR Boundaries

Do NOT use this skill for:

• Individual user profiling: Use [user-management] skill instead
• Content analysis of messages: Use [ai-safety] skill for content moderation
• Billing/payment tracking: Use [subscription-management] skill instead
• Performance monitoring of AI model: Use [ai-monitoring] skill instead
• Security audit trails: Use [audit-logging] skill instead

Delegate when:

• Need to analyze actual message content → Use content analysis tools with proper PHI handling
• Need real-time conversation interruption → Use AI safety monitoring
• Need detailed user behavior beyond chat → Use comprehensive user analytics platform