Why most AI demos can’t survive 1,000 real calls

the power of evals

Photo by Luke Peters on Unsplash

You wouldn’t fly a plane without a checklist. So why would you deploy an AI agent without evals?

Because here’s the truth:

😔 AI goes off script

😔 It makes mistakes

And in customer-facing roles, even one bad call can cost you trust, revenue, or reputation

That’s why, at OutreachGenius, evals are our safety net

Evals (short for evaluations) are structured tests that measure how well an AI agent performs on specific tasks

Instead of just “trying it out and seeing if it works,” evals give you a repeatable, objective way to assess:

✅ Accuracy — Did the AI give the right answer?

✅ Reliability — Does it behave consistently across many runs?

✅ Alignment — Did it follow the instructions and stay within guardrails?

✅ User Experience — Did it sound natural, empathetic, and human-like?

After handling 3 million+ AI calls, here’s how our evals framework works:

1️⃣ A Script -> describes the scenario we are testing (e.g. customer calls about an urgent roof leak)