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A voice AI pilot plan: six weeks, a narrow scope, a baseline, test calls, a pilot scorecard and the criteria for the go or stop decision.
Voice agent knowledge base: the format of answers heard on the phone, numbers, a forbidden answers list, source owners and the unanswered questions log.
AI voice agent incident management: severity levels, logging, containment, root cause, fix, retest, informing customers and an incident card.
An IVR and call flow testing checklist: six test groups, the test table, testing routing rules, a regression set and the pre-change process.
Voice AI hallucination prevention: voice-specific risks, four rules — approved sources, answer boundary, honesty, risk levels — and a test set.
Call recording consent and retention: the notice at the start of the call, AI disclosure, and questions for your lawyer on consent, retention and access.
Voice agent performance metrics: resolution, routing accuracy, escalation reasons, in-call abandonment, observed errors and the limits of measurement.
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