Validate the business boundary
Confirm the intents the system owns, the situations it must hand off, and the claims it is never permitted to make.
Evidence checks
- ✓Supported and unsupported intents are documented
- ✓Emergency and sensitive-case policy is approved
- ✓A human path exists during every launch stage
Validate knowledge and disclosure
Test approved answers against their sources and ensure recording, AI, privacy, and industry disclosures appear at the correct moment.
Evidence checks
- ✓Every material answer has an owned source
- ✓Unknown or stale information produces safe behavior
- ✓Required disclosures survive alternate conversation paths
Validate actions and integrations
Exercise every calendar, CRM, message, payment, and escalation write under normal, duplicate, delayed, and failed conditions.
Evidence checks
- ✓Writes are idempotent or protected against duplicates
- ✓Errors are observable and recoverable
- ✓The receiving operator gets the full conversation context
Validate difficult conversations
Run routine, ambiguous, emotional, noisy, multilingual, adversarial, and emergency scenarios with an explicit pass/fail rubric.
Evidence checks
- ✓Interruptions and corrections do not corrupt the state
- ✓The system refuses and escalates consistently
- ✓Latency remains acceptable in real phone conditions
Stage the release
Launch in the smallest environment that creates real evidence: shadow, after-hours, overflow, narrow intent, then full production.
Evidence checks
- ✓Rollback conditions and the rollback owner are explicit
- ✓Daily conversation review is staffed
- ✓Revenue, resolution, escalation, and error metrics are live