Overview
eGain Evaluator is a tool that enables businesses to systematically test, validate, and refine AI-generated answers before they cause customer-facing issues. This tool leverages a combination of natural language processing and machine learning to detect and mitigate errors in conversational AI outputs.
What it does
eGain Evaluator provides a closed-loop system for businesses to continuously test and validate the quality of AI-generated answers. The tool evaluates answers based on industry-specific and research-backed standards for information retrieval, generation, and conversation. It offers three main capabilities: test management, quality management, and performance management.
- Test management: allows businesses to create and run test sets on AI knowledge configurations before they go live, replacing ad-hoc assessments with a repeatable and verifiable validation workflow.
- Quality management: continuously monitors live interactions by evaluating AI-generated answers against established criteria and identifying issues before they reach the end-user.
- Performance management: tracks quality trends over time, maps answer gaps to specific knowledge issues, and provides teams with the data they need to prioritize problem-solving and report progress.
Tradeoffs
eGain Evaluator is particularly useful in regulated sectors such as financial services, telecommunications, and insurance, where incorrect answers can lead to not only lower customer satisfaction but also higher non-compliance risks. The tool simplifies the process of updating models, allowing organizations to compare the answer quality of new models and mitigate risks before switching.
In summary, eGain Evaluator offers businesses a systematic approach to ensuring the quality of AI-generated answers, reducing the risk of costly customer support escalations and non-compliance issues. By integrating this tool into their workflows, companies can ensure more accurate and reliable AI-driven interactions.