How to evaluate human and AI service quality
Measure the outcome, review the evidence and use the same quality standards for humans and AI.
Use shared definitions when comparing human and AI work. Compare similar request types and separate policy failures from missing information.
Resolution quality
Was the request actually completed, and was the action correct?
Customer satisfaction
Collect feedback in a consistent way and distinguish feedback availability from the score itself.
Escalations
Was the handoff appropriate, timely and accompanied by enough context?
Cost per resolved request
Include the human work required for review, corrections and follow-up.
Review a sample of conversations together. Keep the evidence behind each assessment and turn disagreements into clearer evaluation rules.