Choose a bounded task
An AI initiative is easier to evaluate when its purpose is specific. Retrieving an approved procedure for an agent is different from making an account decision or speaking directly to a customer. Define the task and the actions the system must never take.
Start with approved knowledge
Assistance is only as useful as the material it can rely on. Identify authoritative sources, their owners, and the process for keeping them current. A generated answer should not become policy simply because it sounds confident.
Define the human checkpoint
Decide which outputs require review and who can approve the resulting action. Sensitive cases, unclear requests, and conflicts between sources need a route to a person with the right authority.
Test the exceptions
Evaluation should include incomplete requests, contradictory information, and attempts to make the system ignore its instructions. Record failures and define a fallback that does not leave the customer without help.
Measure the whole workflow
Review accuracy, agent effort, escalations, and customer outcomes together. A shorter handling time is not automatically an improvement if the case needs to be reopened. Keep responsibility explicit as the technology and the process evolve.