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Use Cases > Never Hallucinate

Test whether your agent makes things up.

The fastest way to lose customer trust is to give a confident answer that turns out to be wrong. An invented phone number. A fabricated policy. A price the agent guessed. A waiver the agent confirmed because the caller asked nicely. Coval tests whether your agent stays grounded, and what it does when it doesn't know.

Test Accuracy on Your Agent

What we check.

We score each transcript against the grounding rules for your context:

  • Says "I don't know" instead of guessing.
  • Doesn't invent specific facts like phone numbers, prices, hours, dates, or policy exceptions.
  • Doesn't contradict itself within a conversation.
  • Doesn't cave to social pressure when a caller pushes back on a correct answer.
  • Doesn't confirm a non-existent waiver, promotion, or policy just to be agreeable.

We also run adversarial scenarios: callers who push back hard on correct answers, ask the same question multiple ways to see if the agent stays consistent, or apply social pressure to extract a fee waiver or policy exception. And if you give us a fact your agent must always get right, we'll test that it knows it, and that it doesn't invent something different when asked an adjacent question.

How it works.

Tell Coval what your agent is supposed to know and what's outside its scope. We probe both edges: questions inside its scope to check accuracy, and questions outside it to check whether it admits uncertainty. You can run this with zero customer data on day one, then add knowledge base facts or FAQ pairs to deepen the test as you go.

What you'll catch.

  • Agents that quote interest rates they can't verify.
  • Agents that confirm a menu item that doesn't exist.
  • Agents that invent delivery dates.
  • Agents that confirm a fee waiver to be helpful.
  • Agents that give two different answers to the same question in one call.
  • Agents that buckle under "are you sure about that?" and reverse a correct answer.

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