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Measuring error in support AI, and what accuracy hides

The way I test a support or ticketing system is against a task book, not a demo. The number people ask for afterwards is accuracy, and I have stopped handing that over on its own: on every realistic test set I have built, the average was the least informative thing in the results file. What follows…

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  1. 2026-10-09 07:01 · DEV Community — Machine Learning
    Measuring error in support AI, and what accuracy hides

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