PolyAI

Identify a set of high-volume call intents with clear resolution rules and map the systems the voice assistant must access. Work with PolyAI to configure the conversation, integrations, authentication, and escalation behavior for those intents. Test with realistic speech patterns, accents, background noise, interruptions, and incomplete information before routing production calls. Track containment and resolution alongside customer satisfaction rather than optimizing only for call deflection. Sensitive account changes should require appropriate verification and a reliable path to a human representative.

For a first evaluation, keep the scope small enough that you can compare the AI-assisted result with a known baseline. Record the configuration, model or workflow choices that produced the result so successful tests can be reproduced. If the product connects to external systems or private data, grant the minimum permissions required and review the provider's current security and data-handling documentation before expanding access.