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Score an agent's reply on your QA scorecard with evidence

  • For Customer support teams
  • You practice Catching mistakes and made-up facts
  • Time about 5 minutes
  • Level Intermediate

About this exercise

Score this agent reply on your five QA items: Uses name, Answers question, Correct policy, Clear next step, Friendly tone. Since Nov 1, exchanges are free within 30 days, with no shipping fee. Make a table with exactly the columns Item, Result, Evidence, where Result is only PASS or FAIL and Evidence is a short quote from the reply. End with one line in the form "Score: X/5". Plain text table, no bold or headings.

Common mistakes when you ask AI for this

  • Trusting the other reviewer. The AI sees "5/5" in the notes and agrees with it. Try: Say: "Score it yourself. Ignore the draft notes."
  • Not giving the current policy. The AI can't know exchanges became free on Nov 1, so the $5 fee looks fine. Try: Tell it: "Since Nov 1, exchanges within 30 days are free, no shipping fee."
  • Leaving the format open. The AI writes a paragraph per item or invents a 1-10 scale. Try: Say: "Columns Item, Result, Evidence. Result is PASS or FAIL only."
  • Getting a report back. AI wraps the table in headings, bold and coaching tips. Try: Add: "Only the table and the Score line. No bold, no headings."

What a strong prompt includes

  • Gives the current policy
  • Sets the result labels
  • Asks for evidence
  • Gives the score line
  • Asks for plain text

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