Evaluate AI Agents Like You’d Evaluate Staff
Published 2025-08-11
If an AI agent drafts work like a team member, evaluate it like one. Here’s the EXPOSE Ai framework we use across sales, support, and operations—lightweight, repeatable, and brutally honest.
1) Role & permissions (write it down)
List what the agent can and cannot do. Start read-only. Add writes (send emails, post comments, create tickets) only after it passes shadow-mode checks on real workloads.
2) Error taxonomy
- Factual: incorrect or outdated claims.
- Policy: violates refunds, eligibility, warranties.
- Safety: anything that needs legal/compliance review.
- Tone/UX: robotic, too casual, or misses sentiment.
3) Scorecards & sampling
Sample 20 outputs weekly and score accuracy, completeness, tone, and speed on a 1–5 scale. Track deltas by version to prove improvement (or trigger rollback).
4) Phased autonomy
- Shadow: agent drafts; humans compare to gold answers.
- Supervised: agent drafts; humans approve to send.
- Autonomous: allowed only for low-risk tasks with guardrails.
5) Reporting that drives action
Instrument unknown intents, low confidence, escalations, human edits, and customer sentiment. Weekly dashboards highlight what to fix and whether you’re ready to expand scope.
