Don’t launch an AI support agent just because it looks impressive in a demo. These tests are important to determine whether the AI is ready to solve real world problems, test the consistency of the AI’s answers across different customers, test how many clients it can handle at once and test its knowledge base. A good AI customer support agent isn’t the one that sounds smart but that can reliably solve a customer’s problem, stay honest when it doesn’t have an answer, safely take action and bring in a human when necessary.