AI Agent Analytics is the practice of measuring, analyzing, and optimizing the performance of AI agents to understand their real-world effectiveness and impact on business outcomes.
This emerging technology focuses on tracking how end-users interact with agents, identifying performance gaps, and improving agent capabilities through data-driven insights.
As AI agents become integral to business operations—from customer service chatbots to enterprise workflow automation—organizations need comprehensive visibility into their performance.
Without AI Agent analytics, you have no way to understand if your agents are delivering on their promises of speed, cost savings, and potential revenue gains. Or, if users end up frustrated after one use and ignore your AI agents after that. In addition, enterprises need to understand what end-users are turning to AI agents for, so they can spot potential compliance and regulatory risks.
AI Agent Analytics helps enterprises:
AI Agent Analytics delivers measurable value across multiple organizational functions, providing each team with tailored insights to optimize their specific objectives and drive business outcomes.
Product managers need comprehensive visibility into agent performance to build better customer experiences and maximize adoption. Agent Analytics provides the data-driven insights required to iterate intelligently on agent capabilities.
For example, a product manager can use Agent Analytics to understand how often users return to an agent (retention) and how it impacts downstream behavior. Because Pendo Agent Analytics is connected to behavioral data, user feedback, replays, and communication tools, PMs can see what users do before and after engaging with an agent, and nudge them via guides or email to improve engagement and adoption.
As an IT leader, you need to ensure AI agents operate securely, compliantly, and deliver ROI. Are your employees using agents as they should be? Are agents opening up regulatory and compliance risks? And most importantly, are your AI agent investments paying off?
IT departments require robust monitoring and governance capabilities to manage enterprise AI deployments effectively. Agent Analytics provides the oversight and control mechanisms necessary for responsible AI implementation.
For instance, an IT department might use Agent Analytics to understand the most common prompts users submit, if they’re uploading confidential company information, and if AI agents are working as they should.
Finance leaders need concrete metrics to evaluate AI agent performance against business objectives and optimize budget allocation across different agent initiatives. Should you continue investing in AI agents, or should you pivot your investment strategies?
With agent analytics, finance teams can discover that their HR chatbot handles 60% of routine employee queries, saving $200,000 annually in HR staff time. These kinds of findings make it easy to justify continuing—or even expanding—AI investments.
Pendo Agent Analytics helps you log and analyze all AI agent usage, including user-submitted prompts, so you can track how conversational AI tools are being used across your organization.
Agent analytics gives you event data across the board—and by top use cases—including:
Because all of this information is available for agents and for specific use cases, you can fine-tune every aspect of your agent’s performance.
You create agentic workflows to increase speed and outcomes. But to justify your agent investments, you must compare the old way of completing this task or workflow at the same time as the new way. If agents aren’t actually saving users’ time or helping them increase output, they need to be improved (or removed altogether).
This takes analyzing interaction metrics to:
Armed with these insights, you can identify the best path forward and act quickly. This is true for most agents, whether you’re building and selling them or buying them for your workforce.
For agents you build and sell, you need to continue driving adoption and justify continued investments. The best way to do this is by:
For the agents you buy and deploy internally, you can make sure you’re eliminating inefficiencies and preventing compliance risks by:
Regularly reviewing insights from Agent Analytics supports ongoing improvements, ensuring AI agents deliver consistent value and measurable ROI.
Over 14,000 companies already trust Pendo for its quantitative data, qualitative feedback, and session replays—paired with in-app guides and email communications tools like .
Agent Analytics is Pendo’s newest addition to the platform, with:
How frequently should ROI be reassessed?
Ideally, product and IT leaders should assess agent performance monthly to adapt to changing conditions and agent performance.
Can data be segmented for deeper insights?
Yes, Pendo’s Agent Analytics supports detailed segmentation by customer cohorts, agent types, date ranges, and interaction scenarios.
What distinguishes automated interactions from manual ones?
Automated interactions are AI-driven without human intervention, offering consistent scalability and cost efficiency.
Can Agent Analytics help identify potential improvements in AI agent workflows?
Absolutely. Detailed analytics can highlight bottlenecks and inefficiencies, enabling targeted optimization of agent workflows
Is Pendo capable of tracking a user’s satisfaction with agents?
With Pendo Listen’s feedback management tools, you can understand how users feel about agents directly within Pendo.