Calibration results plus agent override performance: Which evidence is most decision-relevant?
Calibration and override testing jointly address uncertain outputs and the effectiveness of human oversight.
The question
A customer-service model recommends responses, but agents report occasional confident answers unsupported by case records. Before approval, leadership needs evidence addressing both probabilistic reliability and human oversight. Which evidence is most decision-relevant?
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- A larger overall accuracy score from historical tickets.Accuracy summarizes aggregate performance but does not reveal confidence errors or whether agents can detect and correct unsupported recommendations.
- A polished description of the model’s intended customer experience.A system description clarifies purpose but supplies little evidence about probabilistic confidence or effective human intervention.
- A representative sample of favorable agent testimonials after deployment.Testimonials may indicate usability, but selective impressions cannot establish confidence quality or reliable oversight across ambiguous cases.
- Calibration results plus agent override performance on ambiguous cases. ✓Calibration tests whether confidence reflects correctness, while override performance tests whether human oversight can manage residual uncertainty in practice.
The trap
Pair model uncertainty evidence with evidence about the human control that manages it. How to remember it
Calibration and override testing jointly address uncertain outputs and the effectiveness of human oversight.
How many of these would you get right?
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