3CLogic today released AI Agent Evaluator, an automated quality assurance (QA) and scoring engine built natively into its Voice AI Hub.
3CLogic's AI Agent Evaluator scores 100 percent of voice artificial intelligence agent interactions based on configurable metrics, including resolution, goal completion, and quality, while providing plain-language reasoning behind each rating.
Natively integrated into its Voice AI Hub, 3CLogic's AI Agent Evaluator offers the following key features:
- Comprehensive QA Coverage, automatically scoring every voice AI conversation to identify critical performance issues.
- Role-specific agent evaluations to create custom "yardsticks" for each specialized voice AI agent (e.g.: IT support, billing, etc.) to be scored accurately against what constitutes success for each of their unique roles.
- Automated task validations, which verify that required system actions (e.g.: submitting a case, updating a ticket, etc.) are executed rather than relying solely on the transcript for confirmation.
- Actionable Insights that deliver visual insights into the performance of voice AI agents over time with real-time dashboards.
"Operational leaders are increasingly asking if the voice AI agents they deployed are doing what they were designed to address," said Anshuman Rawat, chief technology officer of 3CLogic, in a statement. "Deploying Voice AI agents is relatively easy, but knowing if they are actually resolving issues or deflecting a live call to the satisfaction of the caller is the real challenge. AI Agent Evaluator replaces the guesswork and black-box metrics with objective, auditable scores at scale."