SkillOversight
Mystery Shopper
Test your own team the way a customer would
What is Mystery Shopper?
Mystery Shopper is an internal audit method that tests a business's own sales and support channels as if it were a customer, measuring the consistency and speed of the answers given. luup measures its own assistant's answers with this skill too, so missing or contradictory knowledge surfaces before a customer ever complains about it.
What was said to a customer is only discovered when a complaint arrives.
Channels are tested regularly; an inconsistent answer is seen before the complaint.
How does it work?
- 1
A scenario is defined
Which questions are asked on which channel is decided.
- 2
The test runs
Channels are tried as a customer would try them.
- 3
Answers are compared
The answers given are compared with each other and with the correct one.
- 4
Gaps are reported
Inconsistencies and delays are listed.
What does it need?
A skill with a missing precondition is not hidden in the panel — it is shown with the gap. Hiding what is required only produces disappointment during setup.
- At least one active channel
What it deliberately does not do
Claiming a result is easy. What follows is not a claim but a set of limits the product enforces mechanically: the skill cannot do these things, because a layer that cannot be switched off stops it.
- It never test-calls a real customer; tests only go to your own lines.
- It does not keep staff results secret — the person measured sees them too.
- It draws no performance verdict from a single conversation.
Where it sits on the autonomy ladder
A 0–4 ladder decides how much the assistant may do without asking you, and it is set separately for each channel and each topic. The meaning of each rung is the same across every skill.
Mystery Shopper comes into play at rung 1 of the ladder.
- 0
Listens only
Writes nothing to customers; it only records.
- 1
Drafts a reply
Writes it but does not send it; the draft waits in the panel.
- 2
Waits for approval
The reply is ready; sending it is your decision.
- 3
Answers on its own
Sends, and stops to call you in when it gets stuck.
- 4
Full authority
Books, quotes and collects payment.
Wherever the ladder sits, every outgoing message passes the Conversation Rules and the consent check; neither layer can be switched off.
SSS
Sık sorulanlar
The skill does not monitor employees; it measures the answer that comes out of the channel. Telling your team that tests happen is both legally and practically the right thing — the aim is not punishment, it is catching an inconsistent answer before the customer does.
Yes. The assistant's answers go into the same measurement, which surfaces missing or contradictory knowledge. Used with the Playground, the effect of a correction can be measured.
Mystery Shopper is in beta. It requires scenario definition, and today works more maturely on text channels than on voice.