Evaluate the Decision, Not the Demo
Choose evaluation metrics that connect model behavior to user value, reliability, and risk.
The right eval asks whether the user can make the next decision safely. Demo quality is not product quality A fluent answer can still be unusable if users cannot tell whether it is current, permitted, complete, or safe to act on. HEART widens the measurement surface Happiness, engagement, adoption, retention, and task success help you avoid measuring only model internals. In AI apps, task success is often the anchor. Risk changes the eval set Include cases where the right behavior is to ask for more context, cite uncertainty, refuse, or escalate. Those cases are not failures; they are part of…
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