Scalable Multi-Dimensional Evaluation Pipeline for Conversational Agents

Jul 15, 2026

A new preprint introduces GenAI Evaluation, a governed and scalable pipeline for evaluating retail conversational agents in production. The system processes around 50,000 records daily and has evaluated over two million interactions, using schema-constrained LLM scoring to assess helpfulness, truthfulness, clarity, tone, and translation quality. Validation against nearly 13,000 human-labeled records showed a macro F1 score of 0.93 and 89% human-acceptability accuracy for translation tasks.

Why it matters: This work demonstrates a practical and reproducible framework for large-scale, multi-dimensional evaluation of conversational AI systems in real-world settings.

Full story at: arXiv AI/ML ↗