Call Quality and Escalation Review
Assess grounded answers, consent, summaries, routing, and recoverable failure handling.
Review more than the voice
A pleasant voice is not enough. Review whether the AI voice agent understood the caller, used an approved source, respected consent, identified uncertainty, and chose the correct action or handoff. Test ordinary calls alongside ambiguous requests and sensitive cases that should stop automation.
Keep ownership clear
Name the person responsible for policy updates, quality review, failed connection checks, and escalated calls. Preserve a readable record of the proposed and completed states. The current row does not establish pilot results or measurable baselines, so buyers should define their own test criteria before judging fit.