How Do You Know if Your Voice AI Agents are Working?

Voice AI agents, designed to interact with users over voice channels, are evaluated not just on technical metrics like latency and word error rate but also on their ability to achieve business outcomes such as resolution rate and customer satisfaction. The shift from focusing solely on technical performance to emphasizing business results is crucial for the successful deployment of these agents. Twilio and Coval provide tools to assess both technical and business aspects, enabling companies to simulate realistic conversation patterns and track performance metrics that matter most for their use cases. This approach helps ensure that AI voice systems not only function well technically but also contribute positively to business goals, such as order completion rates and customer satisfaction, thus transforming them from experimental technologies into reliable business tools.