We have literally 1 KPI that drives everything we build. User/Bot Interactions (Messages sent/received).
Even though we track tons of analytics, this is really the only one that means success for us. Now for our customers that could be different, it could be video views, link clicks, products sold. However in the end it’s keeping users engaged and interacting that drives their conversion goals as well.
Here are my short answers to your questions.
How do you use analytics to improve your bots? - We use analytics around bounce rates, general bot confusion, so if a user isn’t progressing down a tree we track/fix it.
What are the top 3 metrics that you look at? - Interactions, messages/session, users.
What do you wish you were able to figure out easily? - Figuring out where we went wrong and why the user isn’t coming back is a big focus for us right now and probably the hardest thing to figure out without manually going thru conversations.