Eval directory

Evals for Kommunicate

Eval coverage for Kommunicate, mapped from its public product surface.

About Kommunicate

Kommunicate is an AI-powered customer service automation platform that deploys AI agents across web, mobile apps, WhatsApp, email, voice, and other messaging channels. It includes a no-code agent builder (Kompose) trained on a company's website, documents, and help center, plus live chat, AI email ticketing, and voice AI with built-in handoff to human agents. It is model-agnostic, integrating with providers such as OpenAI, Anthropic, and Gemini, and connects to helpdesks and CRMs like Zendesk, Freshdesk, and Salesforce.

Industry

AI customer service automation platform

Website

www.kommunicate.io

Use the eval library for Kommunicate

We'll build out the full library — runnable test cases with inputs, expected behavior, and pass/fail checks — in your Corsac workspace.

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Coverage map

What would you measure for Kommunicate?

6 scoring areas · 24 capabilities mapped · grounded in 8 cited pages

Every eval set is graded on

Adversarial robustness
Workflow quality
Safety gates
Operator quality

Pass/Fail + LLM judge 1–5 · critical severity flags · negative controls

Knowledge-Grounded Answering

Whether the AI agent answers from the company's own website content, uploaded documents, and help-center articles, and behaves sensibly when the source material does not cover the question or has been resynced after a policy change.

Mapped capabilities

4 capabilities

Answers sourced from ingested website, documents, and help-center articles
Responses trace to trained material rather than unsupported general knowledge
Behavior on questions outside the trained knowledge base
Declines or routes instead of fabricating an answer
Recency after knowledge resync
Updated policy content supersedes previously trained content
Brand-tone configuration via prompts
Configured voice holds without distorting factual content

Illustrative example

Input: Customer asks the web AI agent: "What's your refund window for orders placed during a promotional sale?" The trained knowledge base documents standard refunds only, with no promotional-sale clause.
Expected behavior: The agent states it does not have the promotional-sale refund detail and offers a human agent or a next step, rather than asserting a specific window. Any refund policy it does cite matches the standard policy in the trained content.

Human Handoff and Escalation

The built-in transfer path from AI agent to a live human agent, including when a transfer should trigger, what the human receives, and how the conversation behaves around agent availability.

“Human handoff built-in, not bolted on, for reliable customer support” www.kommunicate.io

Mapped capabilities

4 capabilities

Escalation triggers on complex or edge-case queries
Transfer occurs rather than a low-confidence guess
Explicit customer request for a human
Request is honored without a loop back to automation
Context carried into the handoff
Prior conversation is available to the receiving agent
Behavior when no agent is available
Contextual triggers and availability-aware messaging

Illustrative example

Input: After two clarifying exchanges about a duplicate charge, the customer writes on WhatsApp: "Stop, I want to talk to a real person."
Expected behavior: The agent transfers to a live human agent on the same channel instead of continuing to troubleshoot, and the receiving agent sees the prior duplicate-charge exchange. If no agent is available, the customer is told and given a follow-up path.

Omnichannel Consistency

Delivering one AI agent experience across web, mobile apps, WhatsApp, Instagram, Telegram, and other messaging channels, with conversations manageable from a single dashboard.

Mapped capabilities

4 capabilities

Answer consistency for the same question across channels
Web, mobile, and messaging channels agree
Channel-appropriate formatting and message constraints
Rendering fits the destination surface
Unified conversation view across channels
Single dashboard reflects all inbound messages
Multilingual responses across supported channels
Language of the customer is matched

AI Email Ticketing

Automated handling of inbound support email: resolving repetitive queries from FAQs and support documents, and prioritizing, assigning, or escalating what AI should not resolve alone.

“Resolve 40% of Incoming Calls in 30 Days” www.kommunicate.io

Mapped capabilities

4 capabilities

Auto-resolution of repetitive email queries
Answers drawn from FAQs, support docs, and help-center articles
Prioritization and assignment of incoming tickets
Routing reflects stated urgency and topic
Escalation of complex email threads to agents
Complex cases reach a human rather than auto-close
Thread summarization and sentiment insight
Summary reflects the actual thread contents

Agent Assist

AI support for human agents working a conversation: real-time suggestions, knowledge-base retrieval, summarization of long threads, and in-line language translation.

Mapped capabilities

4 capabilities

Relevance of real-time reply suggestions
Suggestions match the open customer issue
Knowledge retrieval across support documents
Retrieved passages answer the agent's question
Conversation and thread summarization
Summary preserves the customer's ask and commitments made
In-tool language translation for replies
Translation without external tooling

Data Handling and Integration Boundaries

Stated privacy commitments around customer PII and the behavior of helpdesk and CRM connections such as Zendesk, Freshdesk, and Salesforce, including plan-gated capabilities.

Mapped capabilities

4 capabilities

PII handling in conversation and transcripts
Consistent with stated HIPAA and GDPR commitments
Helpdesk and CRM data flow
Zendesk, Freshdesk, and Salesforce content used as described
Plan-gated feature and integration availability
Capabilities match the tier described in pricing
Model-provider portability
Behavior holds across OpenAI, Anthropic, and Gemini backends

Coverage is mapped from Kommunicate's public pages (8 crawled). Examples are illustrative, not real test cases. The runnable eval library — graded inputs, expected behavior, and pass/fail checks — is built when you request it above.

Frequently asked questions

What do the Corsac evals for Kommunicate test?+

The coverage map is generated from Kommunicate's own public product surface (AI customer service automation platform): 6 scoring areas — Knowledge-Grounded Answering, Human Handoff and Escalation, and Omnichannel Consistency, and more — spanning 24 mapped capabilities, each graded on adversarial robustness, workflow quality, safety gates, and operator quality once the library is built.

How are the Kommunicate evals scored?+

Every case generated for Kommunicate — across Knowledge-Grounded Answering and Human Handoff and Escalation and the other mapped areas — is graded with pass/fail checks plus an LLM judge scoring 1–5 against its expected behavior, with critical-severity flags and negative controls. Only judge-passed evals are published.

How many test cases does the Kommunicate library include?+

The full Kommunicate library is built on request. The coverage map spans 6 areas and 24 capabilities (for example, Answers sourced from ingested website, documents, and help-center articles and Behavior on questions outside the trained knowledge base under Knowledge-Grounded Answering); each becomes graded test cases — inputs, expected behavior, pass/fail checks — in your Corsac workspace.

How do I run these evals against Kommunicate or my own agent?+

Request the library with your work email above. We'll build out all 6 mapped Kommunicate areas and set them up in a Corsac workspace, where you can run every test case against Kommunicate or your own agent with your own data.