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In the context of evaluating customer service interactions, a high-quality response is characterized by several key attributes. It must be courteous, clear, and concise. Furthermore, it should directly address the customer's issue, offer useful information or a tangible solution, and consistently maintain a positive tone.

Criteria for a Good Customer Service Response

A prompt for an AI-based preference labeling task in customer service typically establishes a scenario, outlines criteria for a high-quality reply, and provides the text to be evaluated. For example, the prompt might instruct the LLM to choose between two responses based on being courteous, clear, and concise. It then presents the specific customer request (e.g., asking about a delayed order) alongside two options—such as an empathetic apology for the delay (Response A) and a dismissive, unprofessional reply (Response B). The AI is expected to review the criteria and output the preference label, such as "Response A is preferred."

Example Prompt for Evaluating Customer Service Responses

Review the following customer service interaction. Critique the agent's response by identifying at least three specific areas where it is lacking. For each area you identify, explain why it is a problem and suggest a concrete improvement to the agent's message.

Critique of a Customer Service Response

A customer sends the following message: 'Hi, I bought a shirt last week but it's the wrong size. Can I return it?'

Which of the following is the most effective response to the customer's inquiry?

A customer writes: 'My package was supposed to arrive yesterday, but the tracking still says it's 'in transit'. Where is it?' Match each of the following poor responses to the primary quality criterion it fails to meet.

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