Why Voice AI Needs a Controlled Launch

Voice AI handles live calls, so latency, misrouting, and compliance failures can affect customers immediately. Before launch, define acceptance criteria, test representative call paths, and keep human fallback routing available. A 48-hour parallel test can be used as an illustrative starting window; extend it when call volume or risk warrants it. Write the acceptance criteria before the test starts: the share of calls routed to the right person or queue, how often the agent hands off because it did not understand the caller, the longest silence a caller hears, and whether every disclosure the client's jurisdiction requires is spoken. Review sampled recordings with the client's own staff each day; they recognise a wrong answer faster than a transcript shows it.