We are currently implementing a new knowledge search function for the Virtual Agent.
In preparation for acceptance testing, we are developing test guidelines. Could you please provide us with best practices based on recommendations and examples regarding the following three points?
1. Recommended Test Items Are there any essential aspects that should be covered to evaluate search accuracy and user experience? We are currently considering the following items:
Keyword Matching: Search accuracy using exact wording.
Natural Language Understanding: Search accuracy using sentences or spoken language.
Zero-hit Handling: System behavior when no matching articles are found.
2. Number of Test Data To statistically evaluate search accuracy, what is the typical number of data points (number of knowledge articles and test queries) required?
3. Evaluation Metrics Please advise if there are any metrics generally used as a "passing grade" for evaluating response accuracy.
