Decoding AI Quality Metrics: What 21,000 Tests Really Mean
From Theodora “Teddy” Kim’s guide series The Small Business AI Quality Advantage: How 21,000 Tests Can Transform Your Operations.
This is chapter 2 of the series. See the complete guide for the full picture, or work through the chapters in sequence.
When Michael Chen received a glossy sales presentation claiming “99.7% accuracy” for a new customer service chatbot, he nearly signed the contract on the spot. The metric seemed impressive—after all, how could you argue with 99.7%? But three months and $8,000 later, his small accounting firm was drowning in customer complaints. The chatbot was giving incorrect tax advice, routing clients to wrong departments, and creating more work than it solved. Michael learned the hard way that impressive-sounding metrics
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