Day Three of a Voice AI Go-Live. Here's What Actually Happened.
RingCentral fought us on day one, hallucinations needed guardrails, and by day two the agent was resolving whole calls and warm-transferring the rest with enough context that one caller said thank you for not making him repeat himself. One caller was frustrated at reaching a machine at all, and the humans asked us to leave it running longer.
Transcript
Hey all, hope you're having a good day. You can see what kind of days we're having.
Today is — this week has been a go-live week for Voice AI, Salesforce, Slack. Today is day three of testing it.
Day one was a RingCentral effort, just to get it to work as I expected. Then it was a little bit of hallucination and guardrails that had to be put out, which we did.
Day two was actually really good. When live, there were callers that the AI agent was able to address completely, took some of the information over to the human team, the human team followed up as needed by SMS or other channels. And half of the calls were warm transferred with a whole host of details — that even the caller, one of the callers commented that they were super appreciative, because it had all the information. They didn't need to repeat it, but also it was really concise. So that's really great.
There was at least one frustrated caller who wasn't used to talking to a machine, which was also interesting.
And today is day three. It's been running now for a few hours, and even the humans have been asking us to keep it on longer, so that way it can — it's doing a really good job.
If you've got any questions about it, please reach out. I would love to talk about this very exciting topic.
