Operationalising Multi-Dimensional Evaluation for Conversational Agents: A Scalable, Governed Pipeline with Selective Re-evaluation and Model Benchmarking

Evaluating retail conversational agents requires methods beyond lexical-overlap metrics to assess intent alignment, factuality, helpfulness, clarity, tone, and overall response quality. Although LLM-as-a-judge methods provide scalable alternatives to human evaluation, production deployment introduces challenges in governance, reproducibility, cost, schema consistency, traceability, and reliability. We present GenAI Evaluation, a governed, configuration-driven pipeline for large-scale evaluation

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ethics.ai (13 July 2026), “Operationalising Multi-Dimensional Evaluation for Conversational Agents: A Scalable, Governed Pipeline with Selective Re-evaluation and Model Benchmarking,” evidence record 10357, https://ethics.ai/record/10357 (originally published by arXiv).

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