Design an eval loop for a customer support assistant.

Instruction: Describe how you would evaluate a support assistant before and after launch.

Context: Assesses whether the candidate can design a practical architecture and explain the main tradeoffs. Describe how you would evaluate a support assistant before and after launch.

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I would build the eval loop around the actual support workflow. Start with historical tickets, agent notes, escalation reasons, and resolution outcomes. Turn those into a benchmark with slices for direct resolution, clarification needed, escalation required, policy-sensitive cases, and cases where the assistant should stay narrow and cite evidence.

Then I...

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