4.1 Understand Metrics

The chat application generates its response (ANSWER) given a customer input (QUESTION) and support knowledge (CONTEXT) that can include the customer_id and chat_history. We then assess the quality of the ANSWER using 4 metrics, each scored on a scale of 1-5.

Metric	What does the metric evaluate?
Coherence	How well do all sentences in the ANSWER fit together? Do they sound natural when taken as a whole?
Fluency	What is the quality of individual sentences in the ANSWER? Are they well-written and grammatically correct?
Groundedness	Given support knowledge, does the ANSWER use the information provided by the CONTEXT?
Relevance	How well does the ANSWER address the main aspects of the QUESTION, based on the CONTEXT?

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CONGRATULATIONS. You just learned the key quality metrics we'll assess with AI