Latency and token cost are not enough. Track faithfulness, deflection quality, and business outcomes with production-grade observability.
Most chatbot dashboards show volume and response time. Leaders need to know whether answers are faithful, whether deflection is real, and whether the assistant is reducing cost or creating rework.
Tracing conversations
Production observability should capture retrieval sources, tool calls, confidence signals, and escalation reasons — not just the final reply.
Online and offline evals
Combine offline golden-set evaluation with online sampling. Offline catches regressions; online catches distribution shift in real traffic.
Reporting for leadership
Package metrics for decision-makers: resolution rate, CSAT delta, cost per resolved conversation, and incidents per week. That is how AI programs stay funded.