PolyAI.

Do not limit yourself to one call

After changing a phone agent's workflow, test common calls and unexpected follow-up questions. PolyAI documents simulations, scenario sets, and comparisons of agent behavior, so you can replay conversations after a settings change. Define the expected outcome for each case. For a simple information request, an accurate answer is enough. A transfer needs a verifiable handoff to the correct queue.

A sample at a fictional workshop

One caller asks for opening hours. Another interrupts the answer and asks for the address. A third asks to speak to a person. Use the same reference information and run these cases through a test channel. Listen for whether the agent continues its previous reply after the change. Check whether it transfers the call without asking the same question again. If the queue is closed, check what the caller hears and how the call ends.

How to accept change

Repeat the check after changing the tips, knowledge or connection rules. Compare old and new versions on the same input lines. Separately evaluate the answers to the wording, which were not in the examples. If the simulation goes through, make a few calls to the test number with live speech. Talking on the phone is different pace, pauses and noise. The available means of verification and connection depend on the selected part of the platform. Confirm them before moving the script to the work channel. It is useful to write down the method of verification for each key transition and the condition for its acceptance.

Suitable tasks

• Make a set of tests for the telephone agent.
• Verify interrupt and call translation.