Abstract
Every AI Leader has a "nightmare". The one that makes their chatbot hallucinate, leak data, or provide a frustratingly circular answer that drives a customer straight back to the phone lines. In the rush to deploy GenAI, many brands are inadvertently paying the cost of lost retention, increased support overhead, and brand erosion.
Join Applause as we look at the cold, hard metrics of digital quality. We’ll examine the real-world performance of customer-facing LLMs and agents through a blended evaluation approach combining automated model scoring, drift detection, and quality dashboards with insights from a global, vetted testing community.
Topics To Be Covered
Measuring LLM quality in production
Detecting model drift early
Preventing hallucinations and data leaks
Blending automated and human evaluation
Turning quality metrics into CX impact
Perfect For
AI leaders
CX executives
QA & testing teams
Conversational AI owners
Support operations leaders
Meet Your Speaker
Adonis Celestine
Senior Director, Automation Practice Leader, Applause
Adonis Celestine bio Adonis Celestine is the Senior Director of Automation Testing with Applause. With nearly two decades of software testing experience, Adonis is an automation expert, QA thought leader, and an accomplished writer and public speaker. He is the author of “Quality Engineering: The Missing Key to Digital CX” (2022), “Continuous Quality: The Secret of the Pharaohs” (2021), which won the EuroSTAR Software Testing Award, and “As the World Turns: A Predictive Test Approach with Machine Learning” (2019). He has delivered speeches and keynotes at eventsincluding TestNet, Testdag, Testcon, EuroSTAR, Romania Testing Conference, Belgium Testing Days, AutomationSTAR and many more. Adonis regularly writes for multiple tech publications and his articles have been featured in AI Journal, Digital IT News and AT Today.
ADDITIONAL INFORMATION
Time & Place
Wed, March 25
15:15 - 15:30
Grand Ballroom II
Roundtables & Theatre Seating
Max. Capacity: 200 Seats
Secure your seat – registration required.
Notes
Agenda for this session
10 min presentation
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