Articles tagged “testing-evaluation”
2 articles
Testing & Evaluation·14 min read
Your CX agent hits 95% containment. Why is CSAT tanking?
Containment rate tells you how many conversations your agent handled without escalation. It says nothing about whether they went well. Here's the quality-weighted scorecard that tells the real story.
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Testing & Evaluation·15 min read
Performance Benchmarks for AI Agents: What Actually Matters Beyond Word Error Rate
Most enterprises obsess over Word Error Rate while missing the metrics that actually predict success. Here's what to measure instead.
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El briefing de Signal
Un email por semana. Cómo los equipos líderes de CS, ingresos e IA están convirtiendo conversaciones en decisiones. Benchmarks, playbooks y lo que funciona en producción.
