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ServiceNow

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ServiceNow's EVA Framework Exposes a Hidden Tradeoff: Voice AI Systems That Are Accurate Are Often Unpleasant to Talk To
Tools3 min read

ServiceNow's EVA Framework Exposes a Hidden Tradeoff: Voice AI Systems That Are Accurate Are Often Unpleasant to Talk To

ServiceNow AI has released EVA (Evaluating Voice Agents), the first end-to-end benchmark to jointly score voice agents on both task accuracy and conversational experience — and its initial results across 20 systems reveal a troubling pattern: the architectures that complete tasks reliably tend to deliver worse conversations, and vice versa.

D.O.T.S AI NewsroomD.O.T.S AI Newsroom3 min read