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Everyone’s talking about AI “users” and simulators.
They’re missing the real risk.
Your AI may pass tests… and still fail customers.
Google built ConvApparel with 4,000+ real shopping chats.
People thought they were chatting normally.
They were secretly routed to a “Good” assistant or a “Bad” one.
Humans got annoyed fast when the bot was awful.
They pushed back.
They left.
They changed what they asked.
But many prompted user simulators stayed calm.
They kept being polite.
Even when the experience was clearly broken.
That gap matters.
Because polite simulators make your product look better than it is.
You ship.
Real customers churn.
The interesting part is this.
Data-trained simulators adapted more like humans.
But a detector still flagged them as fake.
So “more realistic” is not the same as “real.”
Here’s what to do if you test AI systems.
↓
↳ Use real conversation logs whenever you can.
↳ Measure frustration signals, not just task success.
↳ Add “bad assistant” scenarios on purpose.
↳ Track drop-off, re-asks, and sarcasm.
↳ Red-team your sim to be impatient.
If your evaluation never gets messy, it isn’t real.
What’s one moment your users stop being polite?
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