Beyond the Prompt: Measuring Whether AI Actually Helps Humans

Everyone wants to measure AI, but most teams are measuring the wrong things. Thumbs-up rates, response quality, latency, and benchmark scores tell us how an AI system performs—not whether it actually helps people accomplish meaningful work. Drawing from real-world enterprise AI research, this talk introduces a practical framework for evaluating AI experiences through a human-centered lens. It connects qualitative research, behavioral telemetry, and task-level outcomes to answer a deceptively simple question: Did the AI help the user achieve their goal?