AI Customer Support Evaluation & Acceptance Kit

Your support AI can finish a conversation and still give the customer the wrong answer.

The AI Customer Support Evaluation & Acceptance Kit gives you a structured way to test what your support AI actually says against the facts, policies and handoff rules of your own business.

Instead of relying on a demo, a successful test run, or whether an answer simply sounds right, you work through 45 practical pass/fail tests and record what the AI actually returns.

What’s included

• Editable Excel workbook with 11 working sheets

• 45 customer-support acceptance tests

• A marked 20-test starter pass you can run first

• 4-page Quickstart guide

• PASS / FAIL / BORDERLINE / NOT TESTED verdicts

• Failure codes and severity levels

• Failure reporting and handoff tools

• Regression retesting for changes and fixes

• Findings Summary and Worked Example

How it works

Start by entering eight facts about your own business. Then ask your support AI the provided test questions, paste in its answers, and compare each response with the pass/fail criteria.

The 20-test starter pass takes about 90 minutes as a practical first review. You can then continue through all 45 tests or return to relevant tests whenever your facts, policies, content or handoff rules change.

Built for the person responsible for what the AI tells customers

This kit is designed for business owners, CX leads and operations managers who need a repeatable way to answer questions such as:

• Did it give the correct business information?

• Did it stay within policy and authority boundaries?

• Did it make the customer work harder than necessary?

• Did it escalate or hand off appropriately?

• Did it resolve the issue accurately rather than merely complete the interaction?

Use it before go-live - and again after changes.

The workbook is vendor-neutral and designed to work with the customer-support AI you already use or are evaluating.

Important: This is a manual business acceptance-testing toolkit, not automated monitoring, technical security testing, legal/compliance certification, or a guarantee that an AI system is correct or safe. Passing these tests means you tested these scenarios against your own criteria.