Setup guide
A Checklist for Testing an AI Agent Before Launch
Before you give an AI agent customer work, try that work yourself. Ask a sales question, check a support request, correct a detail, and ask for a person. Test its configured tools and check what your team receives. This checklist covers the parts of the setup worth testing before launch.
By nexTalker ·
Choose a manageable set of test calls
Pick common calls and a few that are harder to handle. Write down what you expect the agent to say or do in each case. Use sample names and numbers for test records so you can recognize and clean them up afterward.
Have one person review the answers and another check the records and tasks the team receives. Walk through a callback together to see whether the captured details are enough.
Check answers and intake
Check the answers against your business information. Does the agent ask a question when something is unclear? Does it explain when an answer needs checking? Compare the saved name, number, and request with what you said on the call.
- A routine question with a known answer.
- An incomplete location, property, or account reference.
- A caller who corrects a name or number.
- A question the agent hasn't been given an answer to.
- A caller who changes the requested next step.
Check routing, handoffs, and remaining work
Call the actual public number if routing is part of the test. Include both a successful human transfer and an unanswered destination. Verify any callback request and inspect the source conversation in the teammate’s workspace.
- Business-hours, after-hours, and relevant holiday routing.
- A direct request for a person.
- A busy or unanswered transfer destination.
- The correct contact, account, or deal association.
- A visible next action and the correct owner.
- Follow-up automation that stops or changes after a reply.
Agree on when you're ready to launch
Keep a short list of issues, including the test call and what needs changing. After a correction, repeat the affected tests. Decide who will review the first live calls and how to restore the old routing if a problem comes up.
If you're using NexTalker to replace CRM or support tools, include those parts in the test. Check the customer record, pipeline stage, assigned task, and follow-up message. Your team should be able to carry the request through to completion in the new setup.
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