Inputs to provide
- Service catalog with pricing
- Hours, locations, contact info
- Common questions + approved answers
- Qualification criteria
- Escalation triggers (urgent keywords, sensitive topics)
- Voice tone samples
How to test before launch
- Run 50+ test calls covering happy path + edge cases
- Have your team try to break the system
- Measure latency, accuracy, conversion
Common training mistakes
- Skipping edge cases (system breaks at the worst moment)
- Insufficient escalation rules (calls fall through)
- Wrong tone calibration (system sounds off-brand)
Frequently Asked Questions
- How long does training take?
- 1–2 weeks during the build phase, plus continuous tuning post-launch.