Conversations That Move Work Forward

When something breaks, customers call. A good voice assistant recognises intent quickly, verifies identity without friction, and executes the next step—booking, status, reset—inside the systems of record. The experience should feel boring in the best way: predictable outcomes at any hour, with clean handoffs when needed.

Scope the first release:

• Prioritise 3–4 intents: order status, booking/rescheduling, account access, invoice copy.

• Write short, natural scripts; test pronunciation for brand and product terms.

• Choose verification flows that match risk (OTP for sensitive tasks).

• Define confidence thresholds that trigger human takeover.

Wire to real systems:

• Read/write to CRM, helpdesk, and commerce/ERP; log every action.

• Send confirmations via SMS/email; add call summaries to the case.

• Use retries and rate limits to protect downstream services.

• Track correlation IDs for rapid incident investigation.

Operate as a product:

• Monitor containment rate, first-attempt success, and average handle time.

• Review recordings weekly; tune prompts and TTS/ASR settings.

• Expand intents only when quality holds steady for two weeks.

• Publish an internal guide: capabilities, limits, pause/rollback steps.