AI voice agents
How to evaluate an AI voice agent
Start with representative conversations and a clear definition of a useful outcome.
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A clearer way to evaluate your next AI workflow.
Product explanations and practical guides for the questions that come before implementation. Read, explore and bring a real example to the conversation.
Start here
Four questions worth working through.
Human handoff
Design the moment a person steps in
Agree the trigger, the context to transfer and who is responsible for the next action.
Read the guideConnected workflows
Connect tools with a deliberate scope
Make permissions, source-of-truth data and consequential actions part of the evaluation.
Read the guideBusiness software
Map your process before configuring a CRM
Define records, roles and approvals before building the workspace around them.
Read the guideGuide 01 · Voice agents
How to evaluate an AI voice agent
An AI voice agent is useful when it can understand a real request, use the information it is permitted to use and produce a result your team can review. A polished greeting alone does not establish that.
Choose representative conversations
Include an ordinary request, an ambiguous answer, a correction, an interruption and a request outside the agent's scope. Use examples from your actual operating process without exposing unnecessary personal information.
Agree what success means
Define the intended outcome: a useful answer, structured enquiry, confirmed intake or appropriate handoff. Separate the conversation's quality from an external action such as a booking or CRM write. Verify that action in the system responsible for it.
Review the whole workflow
Assess the channel, approved knowledge, tools, exception path and operational review. Evaluate the configuration you plan to use; provider approvals and integrations can affect availability.
Explore Voxae's operating modelGuide 02 · Human handoff
Design the moment a person steps in
Human handoff should be part of the workflow from the beginning. Define when the agent offers it, how the customer requests it and what happens if the appropriate person is unavailable.
Transfer useful context
The receiving team needs the customer's request, relevant details and any unresolved question. Capture only what the workflow requires and ensure the right people have access.
Make responsibility visible
A handoff offer is not proof that a person accepted the conversation. Review the configured states and customer messages so the customer understands what has actually happened.
Plan the exception path
Decide how to handle urgency, an unavailable team, unsupported requests and a failed integration. Confirm the behaviour with test conversations before release.
Explore a sample handoff workflowGuide 03 · Approved integrations
Connect tools with a deliberate scope
An integration should serve a defined business action. Start with the minimum information and access that action requires, then agree who can authorise it and how its outcome is checked.
Identify the authoritative system
A booking system confirms appointments. A stock system confirms availability. A payment provider confirms a transaction. An agent's conversational response should reflect the actual acceptance from that system.
Review consequential actions
Specify which actions need confirmation, what a person can change and what the agent must refuse. Include denied permissions, expired credentials and unavailable services in the evaluation.
Keep public demos isolated
A public demonstration should use its own approved information and limited capabilities. It should not expose private business records or administrative access.
Read the security evaluation questionsGuide 04 · Configurable CRM
Map your process before configuring a CRM
A configurable CRM starts with an understanding of your customer work. Identify which records your team uses, who owns them and how a lead progresses into an opportunity and the next operational step.
Define records and roles
List required fields, relationships and access responsibilities. Keep the initial configuration focused on work the team already understands.
Make approvals explicit
Agree which changes and commercial documents need review. Follow the actual quote-to-cash process and distinguish payment records from payment processing.
Evaluate the configured workspace
Test the intended views, workflows and permissions with representative records. Confirm the current release scope and any assistant functionality separately.
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