Measurable improvements for AI agents in customer service

Last updated: 10.09.2025 22:00

Using AI to make customer service more reliable, efficient and inspiring - this is exactly what AI Gentrics from VIER makes possible.

AI Gentrics is an innovative analysis and optimization framework developed by the VIER research department that continuously measures and improves the performance of AI agents in customer service. The name stands for AI Agent Performance Metrics - and that's exactly what it's all about: making the quality of AI-supported service processes transparent, evaluating them precisely and optimizing them sustainably.

From the test phase to live operation

AI Gentrics provides metrics such as correctness, relevance and usefulness during the development of AI agents. Only when the results meet the company's requirements do the AI agents go live. But the optimization does not end there: in daily use, these and additional KPIs such as sentiment and Net Promoter Score (NPS) are continuously recorded. This allows weak points or unwanted hallucinations to be identified at an early stage - and rectified with the help of data.

More than just figures: Quality in detail

A special feature of AI Gentrics is the use of "LLM as a Judge". Here, a language model serves not as a text generator, but as an intelligent quality inspector. It evaluates dialogs based on predefined criteria and provides differentiated insights that go far beyond purely quantitative key figures. New KPIs can be flexibly defined and immediately put into practice - for maximum flexibility in AI-supported service.

Seamlessly integrated into VIER AI Studio

AI Gentrics becomes an integral part of VIER AI Studio and is gradually rolled out for customers. For successful transformation in customer service. More on this soon!