Prasad N Kamath, Director of Software Engineering also contributed to this blog post. This blog discusses the development of a Gen-AI scoring system in Webex Contact Center (WxCC), designed to evaluate the quality, consistency, and reliability of AI-generated outputs across various applications like conversational and non-conversational AI, including Voice over AI Agents, Chat-based AI Agents, QA systems, and summarization kind of generative tasks. The system employs innovative aggregation algorithms, contextual assessments, and Responsible AI (…
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