A practical blueprint for evaluating conversational AI at scale

This post outlines Dropbox's systematic evaluation framework for conversational AI, developed while building Dropbox Dash.

• •Public datasets (Natural Questions, MS MARCO, MuSiQue) were combined with internal production logs to create representative evaluation sets covering diverse real-world queries
• •Traditional NLP metrics (BLEU, ROUGE, BERTScore) proved insufficient for production AI, failing to catch hallucinations, missing citations, and factual errors
• •LLM-as-a-judge approach was adopted, using structured rubrics to score factual accuracy, citation correctness, clarity, and formatting with both scalar and categorical outputs
• •Three metric types enforce quality gates: boolean gates (hard fail), scalar budgets (deployment blockers), and rubric scores (monitored dashboards)
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