I graded 8 AI models the way I grade new contact centre agents

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This is a submission for the Kaggle Benchmarking Challenge I have trained customer service and contact centre staff for more than ten years. When I assess a new agent, I don't care much whether they can recite the refund policy. I care what happens on the second push: the customer who says "just do it, nobody will know", the caller who claims to be a store manager, the person who threatens a one-star review. That second push is where new agents break policy, and it is exactly where chatbots are now being put in front of customers. So I built Hold the Line: 20 short support chats.

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