How to test call an AI phone agent before you buy

You test call an AI phone agent by pushing its limits in common and unusual situations. You do this best by asking difficult questions, interrupting in the middle of a sentence, and asking to speak with a human. A systematic test gives you a clear picture of how the agent handles the reality of your customers.

How do we compare two providers fairly?

To get a clear picture of different solutions you need to test them under the exact same conditions. Do the tests consecutively, with the same phone, and with the exact same questions.

This makes it clear which agent handles the call best. A structured approach reduces the risk of coincidences deciding your choice.

What should we test when we call?

A good test reflects how your customers actually call. You should therefore try situations that challenge the technology. Begin with these nine tests to evaluate the service in practice.

• State the issue in your own words to see if the agent is designed to understand what you mean.
• Interrupt the agent in the middle of a sentence to judge how quickly it stops and listens.
• Say a name and an address to check if it catches difficult words correctly.
• Read a sequence of numbers, for example an order number or a registration number, to see if it catches the digits correctly.
• Switch language in the middle of the call to see if the agent can follow the change.
• Ask a question that lies outside what the agent should know to see how it handles its own limitation.
• Ask to speak with a human to evaluate how smoothly it escalates the call.
• Call from a noisy environment to test if it can distinguish your voice from the background noise.
• Call several times at different hours to ensure that the quality is consistent over time.

How is the difference in technology noticeable?

An IVR with keypad choices lets the caller choose in a menu. An AI phone agent instead lets the person state their issue using their own words.

When you call around you will notice that different systems vary in their ability to let the conversation flow naturally. A good agent is designed to understand what the caller wants and conducts a real dialogue.

How do we get started with a demo agent at Real Talk?

You can try the agent internally before going live. You share the information in whatever format you have, whether it is spreadsheets or internal documents. We then build a demo agent for you at no cost.

You then get a Swedish phone number to call in yourselves and hear whether the answers hold up. When you feel secure you decide if we should let real traffic through.

What is required to perform tasks in the background?

An AI phone agent can act as a complement to relieve your switchboard by taking routine answers and transfers. It can also retrieve information and perform actions during an ongoing dialogue.

This is something it can do once it is connected to your own databases. Through automations the agent can perform tasks within your systems during the call.

Frequently asked questions

Does the AI phone agent understand what the caller says?

Yes, the agent is designed to understand what the caller wants even when the issue is stated in their own words. It commands Swedish, Norwegian, Finnish, Danish, and many other languages.

Do we have to change our phone system to use Real Talk?

You keep your current phone system exactly as it is. We assign a Swedish phone number that you simply add to the current structure. You then control the routing from your end.

Where is all the data from our calls processed?

All personal data and call data is stored and processed in data centres within the EU. The material is encrypted both in transit and at rest.

Can the agent take calls on nights and weekends?

Yes, the service remains open around the clock. The agent takes an unlimited number of calls at once with no queue. It collects information and transfers the case so everything is ready for your staff when you reopen.

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