Imagine you’re a retailer that guides a shopper to an artificial intelligence agent to return a pair of shoes. From a system perspective, measuring th
Imagine you’re a retailer that guides a shopper to an artificial intelligence agent to return a pair of shoes. From a system perspective, measuring the agent’s performance seems simple: either it issues a refund or it doesn’t. But from a customer perspective, that only shows a sliver of the experience. If the refund requires multiple […]
