Evaluating AI Agents in Contact Centers: Introducing the Multi-modal Agents Score
Microsoft's Dynamics 365 Contact Center team introduces the Multi-modal Agents Score (MAS), a weighted 0-100 composite metric spanning Understanding, Reasoning, and Response dimensions (intent resolution, context retention, hallucination frequency, tone stability, CSAT) to evaluate AI agents across voice, text, and visual channels, validated on ~2,000 synthetic voice conversations comparing pipeline vs. speech-to-speech architectures.