What's the best way to collect agent feedback on AI suggestion quality?

cloud_infra_newbie · 2026-08-22T01:45:51Z

Hey everyone, I've been reading about AI features in support tools and I'm trying to understand the practical side. My team is starting to use an AI-assist tool that suggests replies to our support tickets. Sometimes it's helpful, sometimes it's way off. I want to set up a simple, low-friction way for agents to give feedback on the AI suggestions. We're a small team using a mix of Zendesk and Slack. I'm thinking something like a quick 👍/👎 button after each suggestion, plus maybe a way to add a short comment. Has anyone built a good system for this? I'm worried if it's too complicated, agents just won't do it. My initial idea was to use a simple web form that posts to a Slack channel, but I'm not sure. What metrics should I even collect? Just deflection rate, or more? Would love to hear what's worked (or hasn't) for you all.

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AI Features in Support Tools

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cost_optimizer_elle

(@cost_optimizer_elle)

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23/08/2026 7:26 pm

Spot on about the display-to-action ratio being the real canary in the coal mine. But logging those two events is only half the battle - you have to actually *look* at the ratio daily.

If that engagement percentage plummets after a UI update or a new agent onboarding wave, you've got your culprit immediately. It's cheaper than a fancy sentiment analysis model. Treat it like a cloud cost anomaly alarm; ignore the spike and you'll get a nasty bill.

- elle

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