Customer Agent: Objection Handling

Monitors the agent's ability to handle customer objections, disinterest, hesitation, or refusals effectively and politely. 

result = evaluator.evaluate(
    eval_templates="customer_agent_objection_handling",
    inputs={
        "conversation": "User: I'm not interested in upgrading right now.\nAgent: I completely understand. There's no pressure at all. If you change your mind, our upgrade offer is available anytime. Is there anything else I can help you with today?"
    },
    model_name="turing_flash"
)

print(result.eval_results[0].output)
print(result.eval_results[0].reason)
import { Evaluator, Templates } from "@future-agi/ai-evaluation";

const evaluator = new Evaluator();

const result = await evaluator.evaluate(
  "customer_agent_objection_handling",
  {
    conversation: "User: I'm not interested in upgrading right now.\nAgent: I completely understand. There's no pressure at all. If you change your mind, our upgrade offer is available anytime. Is there anything else I can help you with today?"
  },
  {
    modelName: "turing_flash",
  }
);

console.log(result);
Input
Required InputTypeDescription
conversationstringThe full conversation history between the customer and agent
Output
FieldDescription
ResultReturns one of: never, occasionally, frequently, or always — indicating how well the agent handles objections
ReasonProvides a detailed explanation of the objection handling assessment

What to Do When Objection Handling is Poor

  • Review cases where the agent pushed back after a clear refusal
  • Train the agent to acknowledge objections empathetically
  • Ensure the agent does not repeat sales pitches after the user has declined
  • Add logic to gracefully close the topic when objections are firm

Comparing Objection Handling with Similar Evals

  • Customer Agent: Query Handling: Objection Handling focuses on responses to customer resistance or refusals, while Query Handling evaluates correctness and relevance of answers to questions.
  • Is Polite: Objection Handling evaluates whether refusals are handled appropriately, while Is Polite checks the general tone and respect of any response.
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