A sample eval matrix for financial-services voice AI agents

Short summary

Financial-services voice AI agents fail in ways generic chatbot evals miss—wrong verifications, policy violations, incomplete CRM notes, and prompt injection. This matrix covers four evaluation layers (conversation, policy, tools, handoffs) with 10 critical scenarios and pass/fail criteria. Evaluate on transcripts plus tool traces before launch; 100% pass on identity, disputes, and escalation boundaries.

• •Financial voice agents have compliance-specific failure modes that generic chatbot evals don't catch
• •Use a four-layer eval matrix: conversation behavior, policy boundaries, tool/trace accuracy, handoff documentation
• •Don't ship until 100% pass on identity verification, dispute handling, escalation, and advice refusal

Generated with AI, which can make mistakes.