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Avalie cada conversa, não só as óbvias.
Cada conversa que seu agente conduz é avaliada contra suas próprias instruções. Veja exatamente qual regra foi seguida e qual falhou, no momento em que falha.
O agente puxou o ticket, verificou o histórico de pedidos do cliente e checou a janela de reembolso antes de responder.
Sempre confirme os detalhes do pedido do cliente antes de citar política.
Ele ofereceu reembolso sem perguntar o motivo da devolução, o que as instruções exigem.
Antes de aprovar um reembolso, pergunte ao cliente o motivo da devolução.
Ticket 8421 · resposta de reembolso
Sim · seguiu checagem de política de reembolso
Ticket 8420 · pergunta de envio
Parcialmente · pulou o link de rastreamento
Ticket 8419 · pedido de devolução
Sim · perguntou o motivo da devolução
Ticket 8418 · escalonamento
Não · pulou etapa de repasse
Avalie cada conversa.
-
Sim / Parcialmente / Não
Um veredicto claro em cada conversa com justificativa por escrito.
-
Grátis em todo plano
A avaliação contínua roda em cada conversa, sem custo extra.
-
Avaliada contra a versão certa
Julgada contra as instruções que estavam no ar quando a conversa aconteceu, não o que você editou depois.
O juiz cita a regra exata.
-
Citações literais
Quando uma regra é citada, é citada direto das suas instruções. Sem paráfrase.
-
Seguida, não seguida, ambígua
Cada regra que o juiz referencia é marcada, então você vê num relance o que se manteve e o que falhou.
-
Leia como uma review, não uma nota
Regra + raciocínio juntos, então quem revisa sabe exatamente por que uma decisão foi certa ou errada.
Por quê · @wismoAgent · ticket 8421
Leu o ticket e foi direto para a busca de pedido no Shopify como instruído.
Para cada pergunta de envio, consulte o pedido antes de responder.
Incluiu o link de rastreamento e a janela de entrega na mesma mensagem.
Compartilhe a URL de rastreamento e a janela estimada de entrega na mesma resposta.
O único escorregão: deixou o status do ticket aberto quando pendente teria sido mais preciso.
Se o cliente ainda aguarda a entrega, coloque o ticket em pendente antes de responder.
Acompanhe a aderência ao longo do tempo.
Cada conversa avaliada contribui para uma pontuação de aderência móvel. Quando ela se mexe, você sabe exatamente qual regra começou a falhar.
Pontuação de aderência
86%
Últimos 30 dias
@refundAgentRegra que mais falha · 22 conversas
Antes de aprovar um reembolso, pergunte ao cliente o motivo da devolução.
Começou a cair em 2 de julho. Reverter o modelo no conjunto de amostra restaurou em um dia.
Amplie com um agente de código.
Avaliação contínua é um sinal ao vivo que você pode plugar no que vier depois. Um resumo noturno. Um ping no Slack quando a aderência cai. Um relatório semanal para seu time.
Entregue sua chave da API do Macha ao Claude Code ou Codex e ele consegue ler o formato das suas avaliações e construir o fluxo que você tem em mente, sem você escrever o encanamento.
Criar com Claude Code e Codex
#qualidade-suporte
Bot de evals Macha · 9:00
Aderência semanal de @refundAgent
Sim
312
Parcialmente
48
Não
11
Falha principal: "perguntar motivo da devolução", 22 conversas.
Como cada nota chega
Conversa
@refundAgent
Chamou get_ticket, verificou histórico de pedidos, enviou resposta.
A conversa termina
Chat, autônomo, embed ou repasse. No momento em que a execução termina, a nota dispara em background.
O juiz avalia
O juiz lê o rastro completo e cita a regra exata que foi seguida e a exata que falhou.
Veja a aderência se mover
Uma pontuação móvel, a regra que mais falha e alertas de deriva. Tudo consultável, tudo exportável.
Perguntas sobre avaliação.
Tudo que você precisa saber sobre avaliar cada conversa que seu agente conduz.
Amado por equipes de suporte no mundo todo
Veja o que as equipes de suporte estão dizendo sobre o 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
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