Evaluation criteria

Evaluation criteria let the agent make smart decisions: accept a booking, transfer to an operator, or share information. They are the core of the assistant's logic.

What evaluation criteria are

Criteria are yes/no rules that guide the agent's behaviour. For example: 'If the customer asks for a booking AND has all the required details AND the room is available, THEN accept the booking.'

How to write effective criteria

• Simple structure. If [conditions] THEN [action]. Keep each criterion short and focused on one thing.
• Explicit conditions. Specify exactly what must be true. Not 'if the customer is happy' but 'if the customer said yes three times or confirmed verbally'.
• Concrete actions. Describe what to do: 'transfer to operator', 'record the booking', 'ask for the phone number'.
• Logical order. Criteria are evaluated top to bottom. Put the more specific cases before the generic ones.

Practical examples

• If the customer requests a booking AND provides date, party size, and room type AND the room is available, THEN proceed with the booking
• If the customer asks about services AND the answer is in the database, THEN provide the answer
• If the customer is rude OR asks to speak with the manager, THEN transfer immediately to an operator
• If the customer asks for something outside your remit AND it isn't an emergency, THEN suggest they contact the hotel at [number]
• If the customer doesn't provide the necessary information after two requests, THEN ask whether they prefer to speak with an operator
• If the customer cancels a booking AND the cancellation is within the allowed window, THEN proceed and explain the refund policy
• If the customer seems confused OR keeps misunderstanding, THEN offer them a transfer to a human operator