AI & Technical question

Sierra is about to launch a Spanish-language AI support agent for a large enterprise handling thousands of conversations per day. Walk me through your launch-readiness framework: what offline evals, human review, and operational checks would you require before go-live, and which 5-7 metrics would you monitor in the first 30 days to catch quality, safety, and business issues early?

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What this question tests

Tests the ability to design a comprehensive launch readiness framework and post launch monitoring plan for a high volume, non English agent.

Require offline evals on a Spanish specific test set covering common intents, edge cases, and known regional dialect variation before go live.
Require human review by native Spanish speaking evaluators on a sample of conversations, not just automated scoring, given the high volume and enterprise stakes.
Require operational checks: escalation paths staffed with Spanish speaking human agents, and monitoring dashboards configured to slice by language.
Track containment rate and CSAT specifically for Spanish, compared against the existing English benchmark, not in isolation.
Track critical error rate, escalation appropriateness, and complaint rate as guardrails, since these catch safety and trust issues that satisfaction scores alone might miss.
Track response latency and knowledge base coverage rate as operational health metrics, since infrastructure issues specific to a new language rollout can surface here first.

Requires native speaker human review specifically, not just automated Spanish evals, given the volume and enterprise stakes at play.
Benchmarks Spanish metrics against the existing English performance rather than an absolute standard, giving a meaningful comparison point.
Names exactly 5 to 7 metrics as the question requests, rather than an unbounded list, showing discipline in what actually gets monitored daily.

Relying only on automated evals without native speaker human review before a high volume, high stakes go live.
Tracking Spanish metrics in isolation without a comparison benchmark, making it hard to know if performance is actually acceptable.

How would you staff Spanish speaking escalation coverage if the agent scales faster than expected?
What would trigger a rollback in the first 30 days after launch?