Conviva

Your agent passed every eval. Do you know if it worked for the user?

Agent Experience Insights (AEI) from Conviva measures whether your AI agents actually deliver for customers in production, not just whether they passed a test.

Why evals aren't enough

Traditional agent evals score single traces, one at a time, against a rubric. An agent can score high on factuality and groundedness and still leave users stuck, repeating themselves, or giving up. Those failures don't show up in the transcript. They show up in what users do next.

How AEI works

AEI reads user behavior before, during, and after every conversation, including signals that never appear in the agent transcript: manual searches, repeated requests, abandonment, escalations, and what happens on your website or app afterward. It analyzes the full population of production conversations, then contrasts segments to pinpoint exactly where and why an agent is failing users, even when every eval passed.

AEI follows the EPIC approach:

• Experience: measure what users actually did, not just what the agent said
• Population: analyze every conversation, not samples or trace-by-trace review
• In Production: real users in real conditions, not curated test sets
• Contrastive: compare segments to isolate the ones that are failing

What AEI helps you catch

Failures that pass today's controls, including missing context, unclear tool instructions, no clarifying question, ambiguous defaults, no check against the original ask, and stale or partial retrieval.

Who it's for

• AI agent teams (Head of AI, Conversational AI, Agent Engineering) who need a production signal beyond evals and tracing
• Product and digital experience teams who need to know which agent and product behaviors drive conversion, resolution, and retention

Nexa, the analytics agent

Nexa is built into every Conviva product. Ask questions in plain language and get answers grounded in full-census data, with root-cause analysis in minutes rather than hours.

Headless and MCP access

Your own agents can reach Conviva's platform and analytics directly through MCP, with no need to log into a separate UI. Connect Conviva evidence to your own context (code, tickets, runbooks) from the tools your teams already use, including Slack, Teams, and coding agents.

Built on a proven QoE platform

Conviva pioneered quality of experience (QoE) measurement for the world's leading streaming and media companies, including Fox, MLB, Paramount+, DAZN, and Sling. Most analytics and observability tools tell you whether something ran. Conviva tells you whether it worked for the person on the other end. The platform is stateful, high-dimensional, full-population, and real-time, proven at the scale of the world's largest live events. AEI applies that same discipline to AI agents.

Video Insights

Streaming Experience Insights (SEI) is our solution for video streaming, app, and ad experience. Measure QoE on every session at live-event scale, from startup time and rebuffering to ad delivery and completion, so streaming teams can protect viewer experience and ad revenue during their biggest moments.

Why Conviva

• Quality of experience, not just quality of response
• Full-population analysis, not samples or trace-by-trace review
• Signals from inside and outside the agent transcript
• Real-time insight proven at the scale of the world's largest live events
• Trusted by global leaders in streaming, media, and digital commerce