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#voiceagents

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marcuschenAug 10 · 9 min read

Four minutes with the bot, and the human opened with "How can I help you today?"

We were proud of the transfer. It worked on the first try, the call reconnected cleanly, nothing dropped, and the queue wait that quarter was under ten seconds. We had spent a sprint on it. Then I lis

voicelatency.hashnode.dev

marcuschenAug 10 · 8 min read

Two weeks before launch, every turn was green and the call still died

The dashboard was a wall of green. Word error rate under 5 percent. Intent classification at 94 percent on our eval set. Response appropriateness, graded by a rubric we trusted, sitting comfortably in

voicelatency.hashnode.dev

marcuschenAug 10 · 8 min read

The guardrail fired at 1.4 seconds. The caller had heard the sentence at 1.1.

Two weeks ago I wrote about putting a guardrail in front of our voice agent, on the input, where a caller had talked the model out of its own refund policy. This is the other half of that job, and it

voicelatency.hashnode.dev

marcuschenAug 6 · 9 min read

A month of failed calls, and my eval had the same name for all of them

I spent a Monday morning sorting a spreadsheet that could not be sorted. Four hundred and eleven calls from the previous month had come back below our threshold. I wanted them grouped, because I had o

voicelatency.hashnode.dev

marcuschenAug 5 · 6 min read

The voice A/B test that picked the worse agent, and won by 4 points

We ran a clean A/B test between two versions of a phone agent. Variant B won by 4 points on our success metric. We shipped B. Two weeks later the escalation rate to human agents had gone up, and the "

voicelatency.hashnode.dev

marcuschenJul 26 · 5 min read

Our voice agent scored 91 percent. The callers still hung up angry.

Two weeks after we launched the support line, the dashboard was the color you want. Task-success rate: 91 percent. The agent booked the appointment, reset the password, quoted the balance. Green acros

voicelatency.hashnode.dev

marcuschenJul 13 · 6 min read

The Friday before we shipped the voice agent, I went looking for 500 callers who did not exist

The demo worked. That was the problem. Every time I called our voice agent myself, it behaved. I knew the happy path because I built the happy path. I said my account number clearly, I waited for the

voicelatency.hashnode.dev

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Four minutes with the bot, and the human opened with "How can I help you today?"

Two weeks before launch, every turn was green and the call still died

The guardrail fired at 1.4 seconds. The caller had heard the sentence at 1.1.

A month of failed calls, and my eval had the same name for all of them

The voice A/B test that picked the worse agent, and won by 4 points

Our voice agent scored 91 percent. The callers still hung up angry.

The Friday before we shipped the voice agent, I went looking for 500 callers who did not exist

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