Auros Adds 'Human Elements' to AI Evaluation

Auros - known until last week as UserTesting - has launched a service called AI Relationship Quality (ARQ), which benchmarks users' experience of a specific AI tool. The firm says ARQ extends the traditional AI evaluation model with the addition of human relationship elements like trust and affinity.

A week ago, enterprise customer insights firm UserTesting announced a rebrand to Auros, reflecting its focus on 'a new challenge... training, evaluating, and improving AI'. However, its network of 7.6 million verified people will still be core to its offer, and the UserTesting and User Interviews brands will be retained.

Auros ARQ is intended to 'close the gap between technical performance measures and business results', for AI-powered experiences - as such, it complements rather than replaces the performance metrics. Delivered by the company's Professional Services team and using 'a rigorous, repeatable' methodology designed for consistent measurement over time, the tool provides an overall 'ARQ score' which quantifies how well an AI experience actually works for customers.

The ARQ score is the product of five individual scores, which are also delivered: these measure whether users understand the experience, trust it, feel in control, get the outcome they need, and want to keep using it. The scores are paired with video feedback from participants, giving teams the context behind the numbers.

VP Customer Intelligence Jason Giles (pictured) comments: 'You can have the most technically capable AI on the market and still lose the customer. Because people aren't grading your model or agent, they're deciding whether to trust it. ARQ exists because that decision shouldn't be a guess. It's a difference between assuming your AI is working and knowing it is.'

The company is headquartered in Bellevue, WA, USA and is on the web at www.aurosglobal.com .

All articles 2006-23 written and edited by Mel Crowther and/or Nick Thomas, 2024- by Nick Thomas, unless otherwise stated.