Freshdesk
Gorgias
Front
Shopify
Stripe
Notion
Google Workspace
Confluence
分かりやすいものだけでなく、 すべての会話を採点。
エージェントが処理するすべての会話が、自身の指示に照らして採点されます。どのルールが守られ、どのルールがずれたか、ずれた瞬間に正確に分かります。
エージェントはチケットを取得し、お客様の注文履歴を確認し、返金期限と照合してから返信しました。
ポリシーを引用する前に、必ずお客様の注文詳細を確認する。
指示で必須とされている返品理由を尋ねずに返金を提案しました。
返金を承認する前に、返品理由をお客様に確認する。
チケット 8421 · 返金の返信
はい · 返金ポリシーチェックに従った
チケット 8420 · 配送に関する質問
一部 · 追跡リンクをスキップ
チケット 8419 · 返品リクエスト
はい · 返品理由を確認した
チケット 8418 · エスカレーション
いいえ · 引き継ぎステップを見逃した
すべての会話を採点。
-
はい / 一部 / いいえ
すべての会話に、文章での根拠を伴う明確な判定。
-
すべてのプランで無料
継続的な評価はすべての会話で実行され、追加料金はかかりません。
-
正しいバージョンに照らして採点
その後に編集した内容ではなく、会話が行われた時点でライブだった指示に照らして判定します。
ジャッジは該当ルールをそのまま引用します。
-
そのままの引用
ルールが引用されるとき、あなたの指示から直接引用されます。言い換えはありません。
-
守られた、守られなかった、曖昧
ジャッジが参照するすべてのルールにタグ付けされるので、何が守られ何がずれたか一目で分かります。
-
評価ではなくレビューとして読める
ルールと理由が並ぶので、レビュアーは判断が正しかったか間違っていたかを正確に知ることができます。
理由 · @wismoAgent · チケット 8421
チケットを読み、指示どおりに Shopify の注文検索に直行しました。
配送に関するすべての質問について、返信前に注文を確認する。
追跡リンクと配達予定を同じメッセージに含めました。
追跡 URL と配達予定時間を同じ返信内で共有する。
1 つのミス: 保留ステータスの方が正確だったのに、チケットのステータスをオープンのままにしていました。
お客様がまだ配達を待っている場合は、返信前にチケットを保留に設定する。
順守状況を時系列で追跡。
採点されたすべての会話がローリングの順守スコアに反映されます。動きがあれば、どのルールがずれ始めたか正確に分かります。
順守スコア
86%
過去 30 日
@refundAgent違反の多いルール · 22 件の会話
返金を承認する前に、返品理由をお客様に確認してください。
7月2日から低下傾向。サンプルセットでモデルを戻したところ、1日で回復しました。
コーディングエージェントで拡張。
継続的な評価は、その後に何を接続してもいいライブ信号です。夜間のサマリー。順守率が下がったときの Slack 通知。チーム向けの週次レポート。
Macha の API キーを Claude Code や Codex に渡すと、評価の形を読み取り、あなたが思い描くワークフローを構築してくれます。配管を書く必要はありません。
Claude Code と Codex で構築
#support-quality
Macha evals bot · 9:00 AM
@refundAgent の週次順守状況 @refundAgent
Yes
312
一部
48
No
11
最多のミス: 「返品理由を確認する」、22 件の会話。
すべての採点が届く仕組み
会話
@refundAgent
get_ticket を呼び出し、注文履歴を確認し、返信を送信。
会話が完了
チャット、自律実行、埋め込み、引き継ぎ。実行が終わった瞬間、採点がバックグラウンドで開始します。
ジャッジが採点
ジャッジは完全なトレースを読み、守られたルールとずれたルールをそのまま引用します。
順守の推移を見る
ローリングスコア、違反の多いルール、ドリフト警告。すべてクエリ可能、すべてエクスポート可能。
評価についての 質問。
エージェントが処理するすべての会話を採点することについて知っておくべきすべて。
世界中のサポートチームに 愛されています
サポートチームから届いた Macha AI の声をご覧ください。
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
チームを AI で加速する準備はできましたか?
数分で始められます。ツールを接続し、エージェントを設定すれば、あとは AI が引き受けます。
500 無料クレジット · 期限なし、クレジットカード不要