Our summary
Businesses use AI assistants to answer customer questions, but these programs can sometimes give unhelpful replies. The author tests Jev, an AI tool that chooses from options rather than writing an answer, to grade those replies for specific qualities like clarity and helpfulness.
You give the tool a customer conversation and ask it specific questions, like whether the software actually answered the user's request. The tool returns a percentage showing how likely the answer is yes. The author suggests comparing these scores to human grades to adjust the tool's accuracy.
This method helps teams managing automated support systems. The tool cannot do math, count, or write explanations. The initial test uses a single invented conversation, so checking the tool against real human reviews is a required step, not a guaranteed outcome of the process.
Key takeaways
- Ask the tool to check specific problems instead of asking for one overall quality grade.
- Inspect disagreements between the tool and human reviews, keeping untouched human examples for final testing.
- Lock in the specific software version you tested so unexpected updates do not change your results.