Mastering Agents: Evaluating AI Agents

If you're deploying a Customer Experience Bot in your contact center, understanding evaluation methods is critical. As AI agents become more sophisticated, traditional evaluation techniques fall short in assessing their ability to reason, adapt, and take meaningful actions.

This article provides a deep dive into the state of AI agent evaluation today, with a particular focus on function-calling capabilities-how agents choose and use the right tools to complete complex tasks. Covering the evolution of evaluation frameworks like the Berkeley Function Calling Leaderboard (BFCL), it's a comprehensive (and long) guide to where agentic AI assessment stands today and where it's headed.

Whether you're building AI-driven customer interactions or optimizing existing bots, this review will help you navigate the challenges of evaluating AI agents effectively.