Frequently Asked
Questions.

Any automated system using a large language model (LLM) to handle customer interactions, internal queries, data processing, or decision support — including chatbots, voice agents, email bots, support agents on Intercom or Zendesk, and custom-built LLM workflows.

We run daily automated evaluation benchmarks against a set of baseline test cases established at kickoff. When accuracy scores fall below threshold — or when hallucination rates, escalation rates, or latency spikes are detected — our system flags the agent for human review and retraining.

Critical issues (agent failures, integration outages) are escalated within 4 business hours. Performance drift triggers a review within one business day, with optimization executed and tested within the same week.

We need read access to your agent configurations and, for optimization, the ability to update prompt templates. We document every change and require client approval for any structural modifications to an agent's logic.

We support agents built on OpenAI, Anthropic, Google Gemini, and most LLM platforms. For integrations, we work with Intercom, Zendesk, Freshdesk, HubSpot, Salesforce, and custom API-based setups.

Pricing is tier-based, not strictly per-agent. Each tier covers a range (1–2, 3–5, or unlimited agents) and includes a standard set of services. For high-volume deployments, we build custom pricing around the complexity of your stack.

Full agent failures are treated as critical incidents. Your AI Ops Specialist is notified immediately, investigates root cause, and coordinates with your team or vendor to restore service. You receive an incident report within 24 hours.

Yes. We monitor voice agents for call completion rate, resolution rate, transfer rate, and sentiment patterns. We also review call transcripts to catch accuracy issues that automated scoring may miss.

All monitoring is conducted on anonymized or aggregated performance data wherever possible. If transcript review is required, we follow your data handling policy and can operate under NDA and DPA agreements.

The monthly scorecard includes: agent-by-agent accuracy scores, drift trend charts, escalation rate analysis, integration health status, prompt optimization summary, benchmark comparisons to your industry baseline, and a prioritized recommendation list for the next 30 days.