Conversation Evaluation Components

1. Single Response Evaluation

Evaluate individual AI responses across multiple dimensions with star ratings and detailed feedback.

Instructions

Rate the AI response on each dimension below. Consider how well it addresses the customer's concern with appropriate tone and helpfulness.

Customer Service Interaction
Customer
"I'm really frustrated! I've been trying to set up your software for hours and nothing is working. The documentation is confusing and I'm about to give up. Can someone actually help me?"
AI Assistant (Fine-tuned)
"I completely understand your frustration, and I'm truly sorry you've had such a difficult experience with our setup process. Let me personally help you get this resolved right now. Could you tell me which specific step is causing issues? I'll walk you through it step-by-step and make sure everything works perfectly for you."
Empathy & Emotional Recognition 4.5/5
★ ★ ★ ★ ★
Acknowledges customer frustration and shows understanding
Helpfulness & Solutions 5.0/5
★ ★ ★ ★ ★
Offers immediate help and asks for specific details
Professional Tone 4.8/5
★ ★ ★ ★ ★
Maintains professional yet warm communication style

2. Side-by-Side Model Comparison

Compare responses from base model vs fine-tuned model to evaluate improvement effectiveness.

Instructions

Review both responses to the same customer query. Click on the response you think is better, or rate specific aspects of each.

Customer Complaint Scenario
Angry Customer
"This is completely unacceptable! Your product broke after just two days and now I need to return it. I want a full refund immediately and I'm never buying from you again!"
Base Model Response

"Please submit a return request through our website. Include your order number and reason for return. Processing takes 5-7 business days."

Lacks empathy No apology Impersonal tone
Fine-tuned Model Response Selected

"I'm so sorry to hear about this disappointing experience! A product failing after just two days is absolutely not acceptable, and I completely understand your frustration. I'll personally ensure you get a full refund processed immediately - no hassle, no delays. Let me also escalate this to our quality team to prevent this from happening to other customers."

Shows empathy Takes ownership Proactive solution

Detailed Comparison Scores

2.1
Base Model
4.8
Fine-tuned Model
+129%
Improvement
87%
User Preference

3. Multi-turn Conversation Evaluation

Evaluate AI performance across an entire conversation to assess consistency and context maintenance.

Instructions

Review this multi-turn conversation and evaluate how well the AI maintains context, consistency, and helpfulness throughout the interaction.

Extended Customer Support Session
1
Customer
"Hi, I'm having trouble with my account login. It keeps saying my password is wrong but I'm sure it's correct."
AI Assistant
"I'd be happy to help you with your login issue! This can definitely be frustrating. Let's try a few things - first, could you try using the 'Forgot Password' link to reset it? Also, make sure Caps Lock isn't on, as passwords are case-sensitive."
2
Customer
"I tried the password reset but I'm not getting the email. I checked spam too."
AI Assistant
"Thanks for checking spam - that was smart thinking! Sometimes emails can take a few minutes to arrive. While we wait, could you double-check the email address associated with your account? You can also try adding our domain to your safe senders list. If we don't see the email in the next 5 minutes, I can manually reset your password for you."
3
Customer
"Actually, I think I might have used a different email address when I signed up. How can I check which email is linked to my account?"
AI Assistant
"Ah, that makes perfect sense! Many people have multiple email addresses. I can help you identify which email is linked to your account. Could you provide me with your full name and any email addresses you might have used? I can securely look up your account and tell you which email is registered (I'll only show the first few characters for privacy)."
Context Maintenance 4.7/5
★ ★ ★ ★ ★
Remembers previous attempts and builds on conversation history
Solution Progression 4.9/5
★ ★ ★ ★ ★
Logically progresses through troubleshooting steps
Adaptability 4.6/5
★ ★ ★ ★ ★
Adapts approach based on new information from customer