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Notes on running a phone operation with voice agents. Longer essays will live here as the product ships.
Start with one queue
The pilots that stick pick a single intent with a clear success metric, not a rewrite of the entire call center.
Score the disclosure
If a sentence must be said, put it in the flow and in the QA rubric. Do not leave it to the model’s manners.
Transfers are a feature
A low transfer rate is not the goal. A correct transfer rate is. Measure both containment and the quality of the handoff.