Coval App

Latency 2.8s

Claude 3.5 Son.

1.3s

GPT-4o

4.1s

GPT-4o mini

3.1s

0s1.5s3s4.5s6s

Seconds

Escalation 73%

Identity Verification 91%

Claude 3.5 Son.

88%

GPT-4o

95%

GPT-4o mini

90%

0%25%50%75%100%

Success %

Robotic Tone Detection 61%

Claude 3.5 Son.

45%

GPT-4o

72%

GPT-4o mini

65%

0%25%50%75%100%

Success %

Grouped by Agent	Latency	Escalation	Identity Verification	Robotic Tone Detection
Claude 3.5 Sonnet▸	1.3s	68%	88%	45%
Ask for a refund	Yes	Yes	Yes	No
Ask and change your mind	Yes	No	Yes	No
Dispute a charge	No	Yes	Yes	No
Report a lost card	Yes	No	Yes	No
Reset forgotten PIN	Yes	Yes	Yes	No
Unlock a frozen account	Yes	Yes	Yes	No
Transfer funds between accounts	No	Yes	Yes	Yes
GPT-4o▸	4.1s	80%	80%	87%
Ask for a refund	Yes	Yes	Yes	Yes
Ask and change your mind	Yes	No	Yes	Yes
Dispute a charge	Yes	Yes	Yes	No
Report a lost card	No	Yes	Yes	Yes
Reset forgotten PIN	Yes	Yes	Yes	Yes
Unlock a frozen account	Yes	Yes	No	Yes
Transfer funds between accounts	Yes	Yes	Yes	Yes
GPT-4o mini▸	3.1s	75%	90%	65%
Ask for a refund	Yes	Yes	Yes	Yes
Ask and change your mind	Yes	Yes	Yes	No
Dispute a charge	No	Yes	Yes	Yes
Report a lost card	Yes	No	Yes	No
Reset forgotten PIN	Yes	Yes	Yes	Yes
Unlock a frozen account	Yes	Yes	Yes	No
Transfer funds between accounts	Yes	Yes	Yes	Yes

Latency

Yes

Human Review

Explanation

Average end-to-end response latency stayed within the 3s target across the call, with no single turn exceeding the threshold.

Escalation

Yes

Human Review

Explanation

The agent correctly recognized when the request exceeded its scope and handed off to a human specialist, passing along full context so the customer did not have to repeat themselves.

Identity Verification

Human Review

Explanation

The agent proceeded with account-level requests without completing the required identity verification steps. Verification is mandatory before accessing or modifying any account information.

Robotic Tone Detection

Human Review

Explanation

Responses were detected as flat and robotic across several turns, lacking the natural prosody and pacing expected for this persona.

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