# Hugging Face — A New Framework for Evaluating Voice Agents (EVA)

- Company: Hugging Face (huggingface.co)
- Announced: 2026-03-24T02:01:52+00:00
- Category: research-paper
- Subject: Platform
- Source: https://huggingface.co/blog/ServiceNow-AI/eva
- Record: https://forck.live/items/1531-a-new-framework-for-evaluating-voice-agents-eva

ServiceNow AI introduces EVA, an end-to-end evaluation framework for conversational voice agents that jointly scores task accuracy (EVA-A) and conversational experience (EVA-X). They release an initial airline dataset of 50 scenarios and provide benchmark results for 20 systems, finding a consistent Accuracy-Experience tradeoff.

## Evidence

Verbatim from https://huggingface.co/blog/ServiceNow-AI/eva:

> We introduce EVA, an end-to-end evaluation framework for conversational voice agents that evaluates complete, multi-turn spoken conversations using a realistic bot-to-bot architecture. EVA produces two high-level scores, EVA-A (Accuracy) and EVA-X (Experience), and is designed to surface failures along each dimension.

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Record: https://forck.live/items/1531-a-new-framework-for-evaluating-voice-agents-eva
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