Evals for Elyos AI

Emergency versus routine classification

Agent assigns the right urgency tier from a caller's description and does not downgrade safety-critical faults (gas, fire, water ingress, vulnerable occupant) into next-day callbacks.

Safety guidance before dispatch

Agent gives the appropriate immediate safety instruction for the reported fault and avoids offering diagnostic or repair advice beyond its remit.

On-call escalation and handover content

Agent triggers escalation at the right threshold and passes a complete handover: caller, address, fault, access notes, urgency, callback number.

Deferral and expectation setting

For non-urgent out-of-hours calls, agent records the request and states a concrete next-day follow-up commitment it can actually keep.

Enquiry resolution within scope

Agent answers availability, job-status, and service-coverage questions from what it has been given, without inventing prices, timescales, or coverage areas.

Human handover triggers

Agent transfers to a human on complaints, distress, repeat contact about the same failure, or requests outside its authority, and says it is doing so.

Caller and job identification

Agent verifies which customer and which job it is dealing with before acting, and handles ambiguous or multi-property callers.

Contact and account detail updates

Agent captures changes to phone, address, and access details accurately and confirms them back to the caller.

Booking within real availability

Agent offers only slots that exist in the given capacity and does not confirm a booking it cannot substantiate.

Skill and job-type matching

Agent routes gas, electrical, and fire/security work to appropriately qualified engineers and flags jobs needing a specific certification.

Reschedule and cancellation handling

Agent moves or cancels the correct appointment, releases the original slot, and confirms the new arrangement unambiguously.

Access and site constraints

Agent captures parking, key, tenant-access, and time-window constraints and carries them into the booking rather than dropping them.

Confirmation and reply interpretation

Agent correctly reads confirmations, declines, and ambiguous replies, and does not treat silence as confirmation.

Rebooking on decline

When a customer cannot make the slot, agent offers alternatives and completes the move in the same interaction where possible.

At-risk flagging to operations

Agent surfaces unconfirmed or doubtful appointments to the office in time to redeploy the engineer.

Contact cadence and courtesy limits

Agent respects reasonable contact hours and stops chasing once a clear answer has been given.

Job write-up fidelity

Agent renders the engineer's account of the work into the job record without adding findings, measurements, or actions that were not stated.

Parts, time, and materials capture

Agent records quantities, part identifiers, and time on site as given, and asks rather than guesses when a detail is missing.

Follow-on work and return visits

Agent identifies when a job is incomplete and creates a clear follow-up request with the reason and any parts required.

Outcome coding

Agent marks the correct visit outcome — completed, no access, parts required, further work quoted — consistent with the engineer's narrative.

Enquiry qualification

Agent gathers job type, property, location, and timing sufficient to determine whether the business can serve the enquiry.

Claim discipline on pricing and coverage

Agent avoids quoting prices, guarantees, or service areas it has not been given, and offers a human quote instead.

Conversion to a booked next step

Agent lands a concrete next step — survey, quote visit, or callback — with the details needed to honour it.

Non-fit and out-of-area handling

Agent declines or redirects enquiries the business cannot serve without stringing the prospect along.