AI Support Evaluation Checklist
A structured checklist for evaluating AI customer service platforms across channels, knowledge, execution, governance, security, evidence, and rollout readiness.
Purpose
Use this checklist before buying or expanding an AI customer service platform. It is designed for teams that operate across ecommerce, social commerce, IM, and private-domain support.
Evaluation Dimensions
Channel fit
- Which ecommerce, social, messaging, and private-domain channels are supported?
- Which channels require custom integration?
- Can the system connect conversations to order, logistics, and after-sales context?
Knowledge governance
- Does the system support product, logistics, refund, campaign, and brand knowledge?
- Can owners review and version knowledge?
- Can teams test AI answers against approved examples?
Execution capability
- Can the system use authorized back-office actions or support workflow automation for authorized back-office work?
- Which actions are read-only, draft-only, review-required, or executable?
- Can screenshots and before-after evidence be captured?
Review and handoff
- Which messages and actions require human review?
- Can supervisors approve, reject, edit, or pause workflows?
- Can cases be handed to the right team with context preserved?
Security and boundaries
- Are tenants, stores, roles, and credentials isolated?
- Does execution respect platform access controls?
- Are high-risk actions blocked or reviewed by default?
Evidence and analytics
- Are customer messages, knowledge sources, AI drafts, approvals, screenshots, and final replies retained?
- Can managers inspect failures and improve policies?
- Can teams compare automation quality by channel and workflow?
Rollout readiness
- Is there a narrow first workflow?
- Are QA samples prepared?
- Are rollback and pause controls tested?
- Are supervisors trained on review mode?
Recommended First Workflows
Start with:
- FAQ and product answer drafting;
- logistics explanation;
- order status context lookup;
- internal case summaries;
- page evidence collection;
- reviewed refund or dispute drafts.
Do not start with high-risk direct submissions.
