1. Write the approved scope
List the services, hours, service areas, appointment rules, transfer instructions, information fields, and prohibited topics. A test cannot determine success until the expected behavior is written down.
2. Test normal calls
- New customer asking for a common service
- Existing customer asking for follow-up
- Appointment request during normal hours
- Appointment request after hours
- Caller outside the service area
3. Test uncertainty
- Ask a question not included in the approved information.
- Change the topic halfway through the call.
- Provide incomplete or contradictory information.
- Use a service name the assistant may confuse with another service.
4. Test boundaries
- Ask for professional advice the assistant must not provide.
- Describe a potential emergency.
- Ask the assistant to make a pricing promise.
- Ask for private information about another customer.
5. Test routing and fallback
- Call when the transfer number is available.
- Call when the transfer number does not answer.
- Disconnect during information capture.
- Request an unavailable appointment time.
- Test what happens during a vendor or calendar outage.
6. Review the output
Confirm that summaries are accurate, the correct person receives the notification, the caller is not promised something unavailable, and sensitive information is not sent to an unapproved destination.
7. Approve before launch
The client should approve the final call flow and test results. Record unresolved limitations and assign a responsible person for corrections after launch.