Review conversation evaluation scores

---
title: Review conversation evaluation scores
description: Review auto-evaluation scores for Virtual Agent conversations in AI Control Tower to track conversation quality over time.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/intelligent-experiences/mv-review-conversation-evaluation-scores.html
release: brazil
topic_type: task
last_updated: "2026-09-23"
reading_time_minutes: 1
keywords: [review, conversation evaluation, AI Control Tower]
breadcrumb: [Evaluate conversations, Use, Measure AI system, Measure AI systems, AI Control Tower, Establishing AI governance, Enable AI Experiences]
---

# Review conversation evaluation scores

Review auto-evaluation scores for Virtual Agent conversations in AI Control Tower to track conversation quality over time.

## Before you begin

Role required: sn\_ai\_governance.ai\_steward, interaction\_admin

## About this task

Compare the average auto-evaluation score with the average human feedback score to check how closely automated ratings match human judgment.

## Procedure

1.  Navigate to **All** > **AI Control Tower** > **Insights** > **ServiceNow AI** > **** > **Evaluation**.

2.  Select the **Evaluation** tab.

3.  In the **Select metric** list, select a metric and then select **Apply**.

    Select **User Satisfaction** to view the combined score, or select an individual metric, such as **Intent Accuracy** or **Slot Filling**.

4.  In the **Select date range** list, select the time period to review.

5.  Review the **Evaluation score trend** chart.


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