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AI Operations & Measurement

2 articles · Updated August 23, 2026

AI Operations & MeasurementAnalysisJune 26, 202614 min

How Should CX Leaders Evaluate AI Agents Before Customers Do?

Sample-based quality review was built for a few human agents handling a few hundred calls a day. It cannot keep up with a fleet of AI agents handling thousands. Modern AI agent evaluation is continuous, rubric-driven, and tied directly into deployment gates. CX leaders who build it now will catch failures before customers do. Those who keep sampling will find their failures on social media.

AI Operations & MeasurementAnalysisJune 26, 202614 min

How AI Evaluation Quietly Became the New CX Differentiator

AI evaluation is the discipline of testing whether AI systems actually behave the way you intended. Most enterprises still treat it as an engineering afterthought. In 2026 that mismatch is the leading reason agent rollouts stall and governance reviews fail. Here is what real eval looks like and why CX leaders own a bigger share of it than they think.