# Operationalising Multi-Dimensional Evaluation for Conversational Agents: A Scalable, Governed Pipeline with Selective Re-evaluation and Model Benchmarking

arXiv: https://arxiv.org/abs/2607.12085 · HTML: https://mlsanity.com/paper/2607.12085/

## Key facts

- No citing papers in the map yet (data through 14 Oct 2026).
- Placed in General LLM agent frameworks and benchmarks, one of 16 directions in LLM agents and tool use.
- Builds on 12 of its 17 references that are in the map.
- First posted on arXiv 13 Jul 2026.

## Placed in

- LLM agents and tool use / [General LLM agent frameworks and benchmarks](https://mlsanity.com/agents/general-llm-agent-frameworks-and-benchmarks/)

## Builds on (most cited first, 12 of 12)

- [Judging LLM-as-a-Judge with MT-Bench and Chatbot Arena](https://mlsanity.com/paper/2306.05685/) (2023)
- [G-Eval: NLG Evaluation using GPT-4 with Better Human Alignment](https://mlsanity.com/paper/2303.16634/) (2023)
- [A Survey on LLM-as-a-Judge](https://mlsanity.com/paper/2411.15594/) (2024)
- [Length-Controlled AlpacaEval: A Simple Way to Debias Automatic Evaluators](https://mlsanity.com/paper/2404.04475/) (2024)
- [Prometheus: Inducing Fine-grained Evaluation Capability in Language Models](https://mlsanity.com/paper/2310.08491/) (2023)
- [From Crowdsourced Data to High-Quality Benchmarks: Arena-Hard and BenchBuilder Pipeline](https://mlsanity.com/paper/2406.11939/) (2024)
- [RewardBench: Evaluating Reward Models for Language Modeling](https://mlsanity.com/paper/2403.13787/) (2024)
- [WildBench: Benchmarking LLMs with Challenging Tasks from Real Users in the Wild](https://mlsanity.com/paper/2406.04770/) (2024)
- [Survey on Evaluation Methods for Dialogue Systems](https://mlsanity.com/paper/1905.04071/) (2019)
- [Towards an Automatic Turing Test: Learning to Evaluate Dialogue Responses](https://mlsanity.com/paper/1708.07149/) (2017)
- [M-RewardBench: Evaluating Reward Models in Multilingual Settings](https://mlsanity.com/paper/2410.15522/) (2024)
- [A Closer Look into Automatic Evaluation Using Large Language Models](https://mlsanity.com/paper/2310.05657/) (2023)

## Abstract (arXiv)

Evaluating retail conversational agents requires methods beyond lexical-overlap metrics to assess intent alignment, factuality, helpfulness, clarity, tone, and overall response quality. Although LLM-as-a-judge methods provide scalable alternatives to human evaluation, production deployment introduces challenges in governance, reproducibility, cost, schema consistency, traceability, and reliability. We present GenAI Evaluation, a governed, configuration-driven pipeline for large-scale evaluation of retail conversational systems. It processes production chatbot logs through normalization, sharding, asynchronous execution, and schema-constrained LLM scoring. The framework evaluates helpfulness, truthfulness, clarity, tone alignment, and translation-specific dimensions. Selective re-evaluation processes only incomplete, malformed, or schema-invalid records, while schema locking, versioned configurations, validation logs, and record-level provenance support auditability. The framework processes approximately 50,000 records daily and has evaluated more than two million interactions. Validation used 12,980 stratified-random human-labeled records from four trained annotators. Classification covered 14 intents, 156 sub-intents, 18 major domains, and 129 sub-domains. The pipeline achieved a macro F1 score of 0.93 and 89% human-acceptability accuracy for translation.