What are Evals in AI? Test Agents with Genezio

Using AI for customer service has been slowly changing how businesses talk to their customers. A 2024 Callvu study found that 57% of customers believe companies are adding AI assistants to customer service in order to cut costs, not improve service. Plus, the study found that live agents are rated much higher than AI on most customer service criteria like understanding complex challenges, resolving issues in one call or session, venting frustrations and offering better security and privacy.

When a chatbot fails to understand a query, spits out outdated or biased information, or simply loops endlessly, it frustrates users, it costs companies, either because that chatbot is costing money, or because it’s earning them reputational damage. That is why evals in AI make certain that your AI agents actually work as intended and comply with your customer’s expectations.

In this article, we’ll run through what evals are and how Genezio makes it possible to test agents properly, even for teams without technical expertise.

What are Evals in AI

Evals in AI are structured assessments that measure how well an AI system performs a specific task. For customer service bots, this means seeing how well the agent understands customer queries, how accurately it responds, and how closely its tone and behavior align with brand values. You should check to see if your chatbot can deal with ambiguity, calm down tense conversations, and respond the same way in different situations.

Evals test agents in real-world, human-centric situations. Are they polite under pressure? Do they give incorrect or hallucinated answers? Can they adapt their tone for different users? These are the questions businesses must answer before letting a bot interact with actual customers. Genezio comes with a framework for doing exactly that—quickly, safely, and without training a team of developers.

What happens when you don’t run proper evals?

In 2024, New York City learned the hard way. An AI-powered chatbot launched to assist small business owners with sticking to city regulations ended up dispensing dangerously false, and sometimes absurd, information. When asked about workplace rights, the bot wrongly stated that employers could legally fire workers for complaining about sexual harassment, not disclosing a pregnancy, or refusing to cut their dreadlocks.

The following table shows some of the incorrect advice the NYC chatbot provided:

Source and investigation: documentedny.com

And in one particularly surreal exchange, the AI asserted that restaurants could serve cheese that had been partially eaten by a rat, so long as they assessed the “extent of the damage” and “informed customers about the situation.” The city then went ahead and defended their faulty bot and claimed that these types of mistakes are a part of the process of adoption of new technologies. However, there are ways to avoid chatbots giving out illegal advice.

Incidents like this highlight why comprehensive evals in AI are essential before releasing any generative AI system to the public.

Genezio’s evals in AI

Genezio’s evals in AI run real-world simulations, assessments, and audits for Gen AI agents. The platform enables automated testing with complex scenarios for functionality, performance, security, and compliance. With Genezio, teams can test agents before launch and continue monitoring them in production, with periodic reports to ensure ongoing quality and alignment with evolving standards.

The system consistently fact-checks AI-generated claims against trusted sources, detects offensive or harmful language, and prevents off-topic or competitor-related content. Genezio also supports cost control by identifying excessive token usage to help teams avoid unnecessary expenses caused by verbose or inefficient responses.

For companies operating in regulated sectors, Genezio offers industry-specific validation.

• In retail and e-commerce, it ensures AI shopping assistants provide accurate product data, relevant recommendations, and fraud prevention while meeting consumer protection laws.
• In banking and finance, it supports data accuracy, fraud detection, and compliance with regulations like GDPR and PCI DSS.
• For healthcare, it validates AI against medical standards while safeguarding patient privacy under HIPAA and GDPR.

From misinformation detection to security compliance, Genezio delivers the oversight required to deploy AI responsibly.

How to run evals with Genezio

With Genezio, you only need to follow three simple steps to run evals in AI and ensure your agents are truly enterprise-ready.

1. First, define which agents will participate in the simulations.
2. Next, launch simulations with multiple agents across different countries simultaneously.
3. Finally, receive a comprehensive report—either one-time or periodic—that highlights key issues in your generative AI with each release.

These elaborate audit reports analyze detailed performance metrics and compliance scores, identify vulnerabilities and failure points, and provide clear, actionable recommendations for improvement.

Test Agents with Genezio

As the AI market matures, evals are quickly becoming a best practice for any serious deployment. The EU AI Act and similar regulations emphasize the need for transparency, reliability, and human oversight in AI systems. Testing your AI agents proactively not only improves customer experience and positions your company as a responsible, compliant AI adopter.

Whether you’re launching a new chatbot or improving an existing one, Genezio allows your team to test agents, cut back on potential risks, and build better customer experiences from day one.

Make your AI Agent trustworthy. Run your evals in AI with Genezio for free or schedule a demo and get your results in 24 hrs!