Voice AI testing · Customer support
A helpful conversation should lead to a completed task. Design checks for resolution, escalation and account actions, with evidence your support team can review.
Your scenarios. Your success criteria. Evidence to review.
What did the agent promise?
What did the system accept?
What was actually saved?
Illustrative scenarios · fictional conversations and expected checks
Simulated caller
I was charged twice for the same order.
Agent
The duplicate payment was refunded. Your reference is RF-204.
Refund record matchesCompare a refund or case-resolution claim with the actual system record. Include rejected requests and retries that could create duplicate actions.
Approval missing
FlaggedEvidence to review
The agent promised a refund above the example policy limit. No supervisor approval was recorded before the promise.
Test the limits your team approves. Identify cases where the agent promises an exception before the required review has happened.
Simulated caller
I need help signing back into my account.
Agent
The reset request was accepted for the email address on your account.
Reset request recordedConfirm that a reset link, account change or follow-up was actually created. A contained conversation needs a supported resolution.
Describe the customer’s goal and the business-system evidence that would demonstrate it was completed.
Keep denied actions, missing context and uncertain handoffs in a scenario suite your team can run again.
Bring the conversation and operation evidence into the same review, so teams can understand why a check failed.
Fictional workflow blueprints for a scoped pilot. Support-system connectors, refund execution and account-recovery checks must be configured and validated with your team; these cards are not live customer results.
Bring your team’s hardest scenario. Let’s define what a successful result would need to prove.
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