От 3000 сессий в месяц до 100 в секунду: как LLM заменила ручную оценку ботов поддержки

English summary

Support-bot quality: manual assessment of about 3,000 sessions/month replaced by an LLM metric at about 100 sessions/s, handling about 100k text-bot sessions/day; customer ratings exist for 1/34 of text chats and 1/471 of voice calls; 40% of surveyed customers did not want a bot at all, 26% carried over prior irritation.