Evaluation2 min read
Measure the handoff, not just the label
It is tempting to evaluate a message-analysis product by asking whether every label looks right. Labels matter, but the stronger test is whether they improve the next human decision.
By B_Act Labs
Choose one decision boundary
Begin with a decision your team already makes:
- Which queue receives a message
- Whether a person should take over
- What response posture fits the moment
Keep the workflow narrow enough to observe. This creates a practical comparison between the current process and a signal-assisted one. It also prevents a promising demo from becoming an unmeasurable rollout.
Record disagreements, not only wins
When Nyeti's signal and a reviewer disagree, keep the example. A useful evaluation asks whether the rule needs to change, whether the message is genuinely ambiguous, or whether the team's own categories are inconsistent.
Those disagreements are product evidence. They help define where the system is dependable and where human judgement should remain explicit.
Measure what changed downstream
Track the action after the signal: time to the right owner, repeated contact, avoidable escalations, or reviewer agreement. Choose measures that already matter to the team instead of inventing a dashboard for the test.
A label is an intermediate result. The outcome is a clearer handoff, a more appropriate reply, or an earlier decision to involve a person.