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Last updated:November 9, 2024

What Is the AI Answer Relevance Score?

At AskHandle, we leverage AI to not only answer customer inquiries but to ensure those responses are directly relevant. The AI Answer Relevance Score plays a key role in evaluating how closely the AI’s responses address a user’s question, helping to refine the quality of answers. This score, which typically ranges from 0 to 1, provides a measure of how well the AI response aligns with the question’s intent, based on available data.

What is the AI Answer Relevance Score?

The AI Answer Relevance Score measures how closely the AI’s answer matches the user’s question, focusing on relevance rather than factual accuracy. A high score means the response is highly relevant, while a lower score indicates that the answer may be incomplete, contain unnecessary details, or veer off-topic.

How Does the Answer Relevance Score Work?

To determine answer relevance, AskHandle’s system follows a unique process:

  1. Reverse-Engineering Questions: When the AI generates an answer, it creates several alternate questions based on that response, using a large language model (LLM). This process helps simulate whether the answer alone could lead back to the original question.

  2. Measuring Similarity: The system then calculates the average cosine similarity between these generated questions and the original user question. A higher similarity score means the answer more directly addresses the question.

For example:

  • Question: “How can I reset my account password, and are there any restrictions on password length?”
    • Low Relevance Answer: “To reset your password, go to the account settings page.”
    • High Relevance Answer: “To reset your password, go to the account settings page. Your new password must be at least 8 characters long and include both letters and numbers.”

What Do the Scores Mean?

  • Score Close to 1: Indicates a highly relevant response that directly addresses the question.
  • Score Near 0: Shows the answer lacks relevance, either missing key information or including unrelated details.
  • Scores Between 0 and 1: Reflect varying levels of relevance—partially related but not fully addressing the query.

The AI Answer Relevance Score is a key tool for evaluating how well the AI responds to customer questions. It provides clear insights into how accurately the AI uses available information, enabling businesses to fine-tune their systems and enhance the customer experience over time. Monitoring and acting on these scores helps companies ensure their AI consistently delivers useful and relevant responses.

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