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Hello Alamishere,
Thank you for posting. You raise a valid point about Average Response Time, as it measures the efficiency of the system, specifically how quickly the model can generate a response. However, when evaluating the overall performance of a generative model in customer support, Customer Satisfaction is a more comprehensive and relevant metric. The model’s primary goal is to respond quickly and provide accurate, helpful, and relevant answers to the customer’s query. While response time plays a role in efficiency, it doesn’t fully reflect whether the answer provided is effective or addresses the customer’s concerns. Customer satisfaction will likely suffer if a response is fast but not accurate or useful. Therefore, customer satisfaction directly measures the accuracy and relevance of the model, making it the best indicator of its overall success in this scenario.
Hope this clears up any confusion you have. If you have any clarification, please don’t hesitate to contact us.
Regards,
Nikee @ Tutorials Dojo
