1、How to Evaluate a Generative AI-powered Bot IntroductionHow to Evaluate a Generative AI chatbot HallucinationContextual AlignmentConciseness and ClarityHandshake with other systemsGuardrailsThe Evaluation KPIs checklistConclusion3/4/4/6/8/10/12/14/14/Table of contentsWWW.SPRINKLR.COM3In just a coupl

2、e of years,Generative AI(Gen AI)and Large Language Models(LLMs)have evolved from being a new trend to becoming an integral part of businesses.Nearly 60%of the companies surveyed by McKinsey said their organizations use Gen AI regularly in at least one business function.Customer service is one of the

3、 top three verticals in which organizations use Gen AI,validating its immense scope for impact1.From automating tasks to augmenting virtual agents capabilities,Gen AI can significantly add to a contact centers efciency,agent productivity and customer engagement.Like with any innovation,this technolo

4、gy comes with certain risks.The most cited risk with Generative AI-powered bots is the accuracy2.For contact centers,precisely evaluating conversational bots is critical to delivering superior customer experiences.Efcient Conversational AI bots should communicate with customers while ensuring accura

5、cy,and safe interactions.Clearly defining the performance metrics and Key Performance Indicators(KPIs)for Generative AI-based bots is crucial.In this guide,we will explore the metrics needed for Gen AI bots,understand why each of them is vital,and the criteria used in their evaluation.Introduction G

6、eneratePromptGeneratePrompt1 https:/ https:/ refers to instances where the bot makes up factually incorrect information that is not part of the knowledge base on which the bot is trained.Hallucination hampers the consistency and reliability of the bots interactions with users.How to Evaluate a Gener