Introduction

A model can return a confident-looking category without being right. Before feedback classification drives ticket routing, evaluate it against examples reviewed by people who understand the process. This helps identify weak categories and decide where human review is necessary.

Correctly identifying sentiment does not prove that a message reached the right team, and successful routing does not prove that the underlying interpretation was accurate. Measure those outcomes separately.

Build a representative evaluation set

Include the real mix of messages: short comments, mixed-language text, spelling variations, multiple issues in one message, and cases that do not fit a category. Remove or mask personal details before using samples in a test environment, following the organization's data-handling requirements.

Have reviewers apply a written category guide. Resolve disagreements about labels before treating them as ground truth.…