A defined job
Begin with a small set of supported tasks. Answering business questions, gathering enquiry information, and requesting an appointment are different jobs with different data and permission requirements.
A clear identity
Decide how the agent introduces itself and how a caller asks for a person. The experience should make its capabilities clear rather than create confusion about who is on the line.
Approved knowledge
Hours, service descriptions, scheduling rules, and escalation contacts need an owner and an update process. An eloquent answer based on outdated information is still an incorrect answer.
Reliable handoffs
Test unavailable calendars, incomplete details, interrupted callers, and unsupported requests. Make sure a transfer or callback request produces a useful record for the person receiving it.
Ongoing review
Evaluate real interactions using an agreed review process. Track whether the agent completed its defined job and whether customers reached an appropriate next step. Review privacy and communication requirements for the actual deployment.