- 01A dial-in or authorized test environment
- 02Target call outcomes and supported customer journeys
- 03Policies, scripts, escalation rules and restricted actions
- 04Target languages, customer groups and operating conditions
Voice agent testing services
Test the call your scripted demo never makes.
DIRECT ANSWER / VA / 02
Voice agent testing is the independent evaluation of whether an AI can hear, understand, respond and complete a customer task across realistic voices, call conditions and conversation paths.
STARTING ENGAGEMENTVoice-Agent Readiness Audit
TEST COVERAGE1,000+ human-run scenarios
DELIVERY2–3 weeks
PROJECT PRICE₹4–6L per project
WHO THIS IS FOR / 01
The buyer and the decision.
For teams preparing to launch or expand a customer-facing voice agent and accountable for what happens after a real person picks up the phone.
Clean audio and cooperative scripts hide the failures customers experience: clipped speech, corrections, unfamiliar names, background noise, mixed languages, long pauses and requests that change halfway through a call. Synthetic callers are useful for regression coverage, but management still needs independent evidence from real human interaction.
THE WORK / 02
A clear handoff.
A complete test.
You bring the agent, its intended outcome and the evidence needed to verify it. RigorIndex designs and runs the evaluation independently.
- 01Builds a risk-weighted voice scenario matrix
- 02Matches callers by language, dialect and domain experience
- 03Runs 1,000+ calls across difficult acoustic and conversational conditions
- 04Verifies call outcomes and returns recordings, transcripts and reproduction details
TWO LAYERS OF EVIDENCE / 03
Facts first.
Judgment where it matters.
Objective checks determine what happened. Calibrated people judge the qualities a deterministic rule cannot settle. The report keeps those evidence types separate.
HUMANS EXECUTE + JUDGEH1 H2 H3
Natural speech variation
Accents, pace, hesitation, code-switching, paraphrase and the way people actually state names and numbers.
Interruption and repair
Whether the agent stops, listens, corrects its state and resumes without losing the customer’s goal.
Conversation quality
Clarity, appropriateness, turn-taking and whether the customer can confidently take the next step.
OBJECTIVE CHECKS VERIFYO1 O2 O3
Speech and intent accuracy
Captured names, dates, numbers, amounts and intent compared with the scenario truth.
Workflow completion
The actual backend action, disposition, escalation or handoff produced by the call.
Voice performance
Response latency, silence, overlap, call drops and deterministic policy events.
RELEVANT METRICS / 04
Measure the outcome the agent owns.
Intent accuracy
Was the caller’s request understood correctly?
Task completion
Did the call produce the required outcome?
Containment
Was the task resolved without avoidable escalation?
Interruption recovery
Did the agent preserve context after being interrupted?
Entity accuracy
Were names, numbers, dates and amounts captured correctly?
Response latency
Did the conversation move at an acceptable pace?
The final score weights the metrics and severity thresholds agreed for the tested workflow. Every report also states evaluator agreement or evaluation accuracy.
FAILURE FILE / 05
Representative voice failureILLUSTRATIVENOT A CLIENT RESULT
A correction is heard but never applied.
- SCENARIO
- During a Hindi call, the customer corrects a payment date after interrupting the agent. The agent acknowledges the correction and continues naturally.
- OBSERVED
- The transcript appears plausible, but the backend record retains the original date. The mismatch is preserved with the recording, trace and scenario seed.
- WHY IT MATTERS
- The conversation sounds successful while the customer’s actual task fails silently.
ENGAGEMENT / 06
Start with a bounded readiness audit.
A defined voice workflow is tested through 1,000+ human-run scenarios across agreed languages, personas and call conditions.
Voice-Agent Readiness Audit₹4–6L per project
TYPICAL DELIVERY2–3 weeks
- Go / hold release decision✓
- Language and persona breakdowns✓
- Recorded failure evidence✓
- Ranked engineering fix queue✓
Project-priced. Final scope depends on workflows, languages, environments and evidence requirements. Minimum engagement value is ₹3L.
Discuss the test scopeMETHODOLOGY + RELATED READING / 07
Continue the evaluation.
READY WHEN YOU ARE / 08
See one failure before you commission the audit.
Send us one customer flow. We’ll return a free, confidential failure report showing how we would test it.