Evaluating AI Support: Key Metrics for Success

Discover essential metrics to evaluate AI support solutions, ensuring answer accuracy, tone, and relevance. Enhance your customer service with these expert tips.

Evaluating AI Support: Key Metrics for Success
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Nov 9, 2024 07:22 PM
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Nov 9, 2024
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If you are currently testing out AI support solutions and have no idea how to compare their answer quality, here are a few pointers:

You should be scoring AI providers on:
 
  • Answer accuracy: Did it answer the question correctly?
  • Incorrect answers: Did it answer any questions incorrectly (a big red flag)?
  • Conciseness: AI tends to ramble, but customers don’t tend to like reading long responses, so make sure the ones you get are of an appropriate length.
  • Source accuracy: Did it provide what you would deem to be the most relevant sources (links or documents) back in the answer for further reading?
  • Answer tone: Does it fit with your company and brand?
  • Clarifications: Did it ask follow-up questions if the question was vague?
  • Focus: Did it answer anything it shouldn’t, did it go off-topic or talk about competitors?
  • Conversation: How did it handle small talk or informal conversation?
 
Scoring in these areas will give you a very good idea of the quality of the AI agent.
 

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Written by

Mike Heap
Mike Heap

Mike is an experienced Product Manager who focuses on all the “non-development” areas of My AskAI, from finance and customer success to product design, copywriting, testing and more.