Building a Production Voice AI Agent

Lessons from practical voice AI work covering scope, integrations, escalation and testing.

A narrow role produces a better agent

Define exactly what the agent should answer, collect or accomplish.

The business systems are part of the product

Calendars, CRM, ticketing and other integrations determine whether the agent can complete useful work.

Design escalation deliberately

The agent should know when to transfer, stop an action or involve a person.

Test real conversations and edge cases

Production testing should include incomplete information, unexpected requests and integration failures.