Build an Eval From Support Tickets
Transform raw support tickets into a small, labeled eval with a clear grader and release threshold.
Luis needs to decide whether a new IT ticket categorization prompt is safer than the old one using 12 real misroutes from last week. Eval build: clean examples -> label ground truth -> choose grader -> set threshold -> run before release The common trap is comparing two model outputs by feel. That rewards fluency and hides whether the model fixed the exact cases production exposed. Clean Strip signatures, private account IDs, and internal comments. Keep the user request text that the model will actually see. Cleaning makes the eval reproducible. If the input includes artifacts production never sees, failures…
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