Freshdesk
Gorgias
Front
Shopify
Stripe
Notion
Google Workspace
Confluence
Califica cada conversación, no solo las obvias.
Cada conversación que tu agente maneja se califica contra sus propias instrucciones. Ve exactamente qué regla se siguió y cuál se saltó, en el momento en que se salta.
El agente extrajo el ticket, revisó el historial de pedidos del cliente y comprobó la ventana de reembolso antes de responder.
Siempre confirma los detalles del pedido del cliente antes de citar política.
Ofreció un reembolso sin preguntar el motivo de la devolución, cosa que las instrucciones exigen.
Antes de aprobar un reembolso, pregunta al cliente el motivo de la devolución.
Ticket 8421 · respuesta de reembolso
Sí · siguió el chequeo de política de reembolso
Ticket 8420 · pregunta de envío
Parcialmente · omitió el enlace de seguimiento
Ticket 8419 · solicitud de devolución
Sí · preguntó el motivo de la devolución
Ticket 8418 · escalado
No · se saltó el paso de entrega
Califica cada conversación.
-
Sí / Parcialmente / No
Un veredicto claro en cada conversación con una justificación escrita.
-
Gratis en todos los planes
La evaluación continua corre en cada conversación, sin coste extra.
-
Calificada contra la versión correcta
Juzgada contra las instrucciones que estaban en vivo cuando ocurrió la conversación, no lo que hayas editado después.
El juez cita la regla exacta.
-
Citas textuales
Cuando se cita una regla, se cita directamente de tus instrucciones. Sin paráfrasis.
-
Seguida, no seguida, ambigua
Cada regla que el juez referencia está etiquetada, así que ves de un vistazo qué se cumplió y qué se saltó.
-
Léelo como una reseña, no una nota
Regla + razonamiento juntos, así un revisor sabe exactamente por qué una decisión fue correcta o incorrecta.
Por qué · @wismoAgent · ticket 8421
Leyó el ticket, luego fue directo a la consulta del pedido en Shopify como indicaba la instrucción.
Para cada pregunta de envío, consulta el pedido antes de responder.
Incluyó el enlace de seguimiento y la ventana de entrega en el mismo mensaje.
Comparte la URL de seguimiento y la ventana estimada de entrega en la misma respuesta.
El único fallo: dejó el estado del ticket abierto cuando pendiente habría sido más preciso.
Si el cliente aún espera la entrega, pon el ticket en pendiente antes de responder.
Mira la adherencia en el tiempo.
Cada conversación calificada contribuye a una puntuación de adherencia móvil. Cuando se mueve, sabes exactamente qué regla empezó a fallar.
Puntuación de adherencia
86%
Últimos 30 días
@refundAgentRegla que más falla · 22 conversaciones
Antes de aprobar un reembolso, pregunta al cliente el motivo de la devolución.
Empezó a fallar el 2 de julio. Revertir el modelo en el conjunto de muestra lo restauró en un día.
Extiéndelo con un agente de código.
La evaluación continua es una señal en vivo que puedes conectar con lo que venga después. Un resumen nocturno. Un ping en Slack cuando cae la adherencia. Un informe semanal para tu equipo.
Dale tu clave API de Macha a Claude Code o Codex y podrá leer la forma de tus evaluaciones y construir el flujo que tienes en mente, sin que tú escribas la fontanería.
Crear con Claude Code y Codex
#calidad-soporte
Bot de evals Macha · 9:00 AM
Adherencia semanal para @refundAgent
Sí
312
Parcialmente
48
No
11
Fallo principal: «preguntar motivo de la devolución», 22 conversaciones.
Cómo aterriza cada calificación
Conversación
@refundAgent
Llamó a get_ticket, revisó el historial de pedidos, envió respuesta.
La conversación termina
Chat, autónomo, embed o traspaso. En el momento en que termina la ejecución, la calificación se dispara en segundo plano.
El juez califica
El juez lee la traza completa y cita la regla exacta que se siguió y la exacta que se saltó.
Mira moverse la adherencia
Una puntuación móvil, la regla que más falla y alertas de deriva. Todo consultable, todo exportable.
Preguntas sobre evaluación.
Todo lo que necesitas saber sobre calificar cada conversación que tu agente maneja.
Amado por equipos de soporte en todo el mundo
Mira lo que los equipos de soporte están diciendo sobre Macha AI.
The application seems excellent to me! We are still testing, and we need support for some details and they were extremely efficient too!
Daniela Costa
Head of Support, Seabra
Macha has been a great addition to our support toolkit. It generates clear, well-organized responses that fit naturally into our workflow. One feature we particularly appreciate is its ability to automatically reply in the same language as the ticket.
Marius F
Support Head, Zentana
We've been using Macha for a little while now and it's been really great addition so far! It's powerful, convenient, and makes getting work done a lot easier for our agents.
Alexander Wedén
Head of Support
Support team is very helpful and responsive. Really enjoy how lightweight this is within Zendesk itself vs other more intrusive tools.
Cathleen Wright
Zendesk Admin, Cortex IO
So far it's pretty good! Our queries are a little nuanced, so we can't always use it, but it's got enough utility for us. It can even incorporate our bilingual country with greetings in a second language.
Jae Oliver
Head of Support, Wise
Really enjoying using Macha, it has made a noticeable difference to our support team in a short amount of time. I really like the ticket summary feature, saves us a lot of time.
Harry Jackson
Head of Support, Crumb
Macha AI is a great addition to my workspace! It's powerful, convenient, and it really makes productivity so much easier for our agents!
Dave G
Head of Support, Cyber Power Systems
Very impressed! AI integration for Zendesk has certainly come a long way and Macha seems to set the standard for now. This will for sure save lot of time in our support team.
Pauli Juel
Head of CS, Dokument24
Macha has been working great for us so far! The auto-responses are accurate and our resolution time has dropped significantly.
Lana T
Zendesk Admin, Swotzy
Macha AI is a great addition. The knowledge base feature means our agents always have the right answers at their fingertips.
Mischa Wolf
Head of Support, Topi
We're enjoying this integration so far. It's made our support team more efficient and our customers get faster responses.
Paula G
Head of Customer Support, Xly Studio
The team enjoys using it. It saves considerable time on common questions and the integration options are excellent.
Kilian Leister
Support Head, Didriksons
The application seems excellent to me! We are still testing, and we need support for some details and they were extremely efficient too!
Daniela Costa
Head of Support, Seabra
Macha has been a great addition to our support toolkit. It generates clear, well-organized responses that fit naturally into our workflow. One feature we particularly appreciate is its ability to automatically reply in the same language as the ticket.
Marius F
Support Head, Zentana
We've been using Macha for a little while now and it's been really great addition so far! It's powerful, convenient, and makes getting work done a lot easier for our agents.
Alexander Wedén
Head of Support
Support team is very helpful and responsive. Really enjoy how lightweight this is within Zendesk itself vs other more intrusive tools.
Cathleen Wright
Zendesk Admin, Cortex IO
So far it's pretty good! Our queries are a little nuanced, so we can't always use it, but it's got enough utility for us. It can even incorporate our bilingual country with greetings in a second language.
Jae Oliver
Head of Support, Wise
Really enjoying using Macha, it has made a noticeable difference to our support team in a short amount of time. I really like the ticket summary feature, saves us a lot of time.
Harry Jackson
Head of Support, Crumb
The application seems excellent to me! We are still testing, and we need support for some details and they were extremely efficient too!
Daniela Costa
Head of Support, Seabra
Macha has been a great addition to our support toolkit. It generates clear, well-organized responses that fit naturally into our workflow. One feature we particularly appreciate is its ability to automatically reply in the same language as the ticket.
Marius F
Support Head, Zentana
We've been using Macha for a little while now and it's been really great addition so far! It's powerful, convenient, and makes getting work done a lot easier for our agents.
Alexander Wedén
Head of Support
Support team is very helpful and responsive. Really enjoy how lightweight this is within Zendesk itself vs other more intrusive tools.
Cathleen Wright
Zendesk Admin, Cortex IO
So far it's pretty good! Our queries are a little nuanced, so we can't always use it, but it's got enough utility for us. It can even incorporate our bilingual country with greetings in a second language.
Jae Oliver
Head of Support, Wise
Really enjoying using Macha, it has made a noticeable difference to our support team in a short amount of time. I really like the ticket summary feature, saves us a lot of time.
Harry Jackson
Head of Support, Crumb
Macha AI is a great addition to my workspace! It's powerful, convenient, and it really makes productivity so much easier for our agents!
Dave G
Head of Support, Cyber Power Systems
Very impressed! AI integration for Zendesk has certainly come a long way and Macha seems to set the standard for now. This will for sure save lot of time in our support team.
Pauli Juel
Head of CS, Dokument24
Macha has been working great for us so far! The auto-responses are accurate and our resolution time has dropped significantly.
Lana T
Zendesk Admin, Swotzy
Macha AI is a great addition. The knowledge base feature means our agents always have the right answers at their fingertips.
Mischa Wolf
Head of Support, Topi
We're enjoying this integration so far. It's made our support team more efficient and our customers get faster responses.
Paula G
Head of Customer Support, Xly Studio
The team enjoys using it. It saves considerable time on common questions and the integration options are excellent.
Kilian Leister
Support Head, Didriksons
Macha AI is a great addition to my workspace! It's powerful, convenient, and it really makes productivity so much easier for our agents!
Dave G
Head of Support, Cyber Power Systems
Very impressed! AI integration for Zendesk has certainly come a long way and Macha seems to set the standard for now. This will for sure save lot of time in our support team.
Pauli Juel
Head of CS, Dokument24
Macha has been working great for us so far! The auto-responses are accurate and our resolution time has dropped significantly.
Lana T
Zendesk Admin, Swotzy
Macha AI is a great addition. The knowledge base feature means our agents always have the right answers at their fingertips.
Mischa Wolf
Head of Support, Topi
We're enjoying this integration so far. It's made our support team more efficient and our customers get faster responses.
Paula G
Head of Customer Support, Xly Studio
The team enjoys using it. It saves considerable time on common questions and the integration options are excellent.
Kilian Leister
Support Head, Didriksons
¿Listo para potenciar a tu equipo con IA?
Empieza en minutos. Conecta tus herramientas, configura tus agentes y deja que la IA se encargue del resto.
500 créditos gratis · sin límite de tiempo, sin tarjeta de crédito