Engagement Rate

Engagement rate varies by context: on social media, it measures likes, comments, and shares relative to followers. For customer support, engagement rate can measure chatbot interaction rate (percentage of visitors who engage with the chat widget), knowledge base engagement (articles viewed per session, time on page), community participation (posts, replies, and votes per active member), and proactive support engagement (response rate to outbound messages). AI improves engagement rates by personalizing interactions, timing outreach optimally, delivering relevant content recommendations, and creating conversational experiences that feel natural rather than robotic.

Monitoring engagement rates across channels helps identify which channels customers prefer and where AI support is most effective.