Aug 26 • General discussion
Test the failure paths before your client finds them
Most AI calling demos prove one thing: the agent can complete the exact path it was designed to complete.
Real callers test everything around that path.
Before handing an AI receptionist to a client, test what happens when:
- The caller interrupts or corrects information
- The audio is unclear or the caller stays silent
- The caller asks something outside the knowledge base
- The requested appointment is unavailable
- A transfer is requested but nobody answers
- The caller changes their mind halfway through
- A tool fails after the conversation sounds successful
Check both sides of every test call:
- What did the caller hear?
- What did the system actually save?
A polite call that creates the wrong appointment, captures the wrong phone number, or fails to trigger the next action is still a failed call.
The agent should complete the task, ask for missing information, or use a clear fallback. It should never invent pricing, policies, or availability.
No platform removes this responsibility from the agency. Before client sign-off, agree on what should happen when the agent cannot complete each task.
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Test the failure paths before your client finds them
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