Introducing Voice AI Evals: Test the conversation, not just the transcript

Confident AI has launched Voice AI Evals, a feature intended to consolidate voice-agent testing, general AI evaluation, and production observability within one platform. The offering evaluates complete conversational experiences rather than transcripts alone, using persona-based simulations and challenging conditions such as interruptions, noise, and changing turn patterns. It introduces seven deterministic audio-focused metrics covering naturalness, intelligibility, consistency, turn-taking, responsiveness, audio integrity, and reliability, which can be combined with existing multi-turn LLM evaluation metrics to assess both task success and usability. The platform supports SIP, phone calls, WebRTC, WebSockets, and LiveKit integrations for agents and speech systems built with tools such as Vapi, ElevenLabs, and OpenAI. Confident AI positions the feature as a shared workflow through which engineers, QA staff, domain experts, and product teams can review calls, investigate failures, annotate outcomes, and compare performance across scenarios.

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