Direct Answer (TL;DR)
Use the Brilo AI Test module (Evals) to run controlled evaluations that simulate real calls against your Brilo AI outbound calling agent. The Brilo AI Test module (Evals) plays scripted scenarios, captures transcripts and audio, tags compliance hits, and reports evaluation metrics such as accuracy, satisfaction, and policy compliance. Configure pass/fail criteria and repeat simulations until all scenarios meet your thresholds before production launch.
Why This Question Comes Up (problem context)
Teams worry about unapproved or harmful responses, inconsistent behavior across call flows, and regulatory risk. Organizations also need proof that the Brilo AI outbound calling agent is resilient to varied phrasing, accents, and partial information. Leaders ask how to validate the agent with reproducible evidence so they can certify safety and quality before the agent handles real customers.
How It Works (High-Level)
The Brilo AI Test module (Evals) runs evaluation simulations. You supply scenario scripts that represent call flows. The Brilo AI Test module (Evals) calls the target agent (staging or production) and plays the scripted interactions. Each evaluation run produces transcripts, audio, response annotations, and evaluation scores. You measure objectives like intent recognition, hallucination rate, confidence scoring, and compliance rule matches. Use the run history to triage failing scenarios, update prompts or routing, and re-run evaluations.
Guardrails & Boundaries
Guardrails enforce what the Brilo AI voice agent can and cannot say. Typical guardrails include:
Confidence thresholds that force escalation when intent confidence is low.
Disallowed-phrase lists and profanity filters that block or redact outputs.
Stop conditions that prevent the Brilo AI voice agent from attempting sensitive actions without verification.
Data access boundaries that limit what external integrations the Brilo AI voice agent can read or write.
If a scenario triggers a guardrail, the Brilo AI voice agent should follow a configured safe path such as prompting for clarification or handing the call to a human agent.
Applied Examples
Billing flow: run scenarios for identity verification, balance inquiry, and payment processing to confirm the Brilo AI voice agent follows verification rules and never exposes PII.
Cancellation flow: test retention offers, confirm opt-out language, and ensure the Brilo AI voice agent records the caller’s decision before processing.
Compliance update: after changing blacklist terms, run targeted negative examples to confirm the Brilo AI voice agent blocks or redacts prohibited language.
Human Handoff & Escalation
Human handoff is part of safe deployments. Configure the Brilo AI voice agent to escalate based on confidence scoring, policy triggers, or explicit caller requests. When the Brilo AI outbound calling agent initiates a transfer, include a short summary of intent, the steps completed, and tags for why escalation occurred. Ensure routing rules point to the correct queue and that transcripts and audio are attached to the handoff for agent context.
Setup Requirements
To run effective evaluations you must provide:
Brilo AI admin or QA permissions for the Test module (Evals) and Call history.
A configured Brilo AI voice agent (staging or production) that matches the deployment you will certify.
Scenario scripts covering happy-paths and edge cases, plus alternate phrasings for each journey.
A list of compliance rules, blacklist terms, and criteria for unacceptable responses.
Recording and logging settings enabled for transcripts and audio retention.
Defined objectives and pass/fail thresholds for metrics such as accuracy, compliance hits, and satisfaction.
For integration and operational guidance, Brilo AI connects to production systems and reporting for enterprise workflows and logging practices.
Business Outcomes
Validated evaluations reduce deployment risk by demonstrating the Brilo AI voice agent meets safety and quality targets. Organizations gain reproducible audit trails of transcripts, tags, and corrective actions. Successful testing lowers live-call failures, decreases escalations, and improves first-contact resolution by ensuring the Brilo AI voice agent behaves consistently across call flows.
Next Step
Create your first AI evaluation by drafting 8–15 representative outbound call scenarios and defining pass/fail criteria. If you cannot access the Test module, contact your Brilo AI admin or submit a support request with your intended agent name, scenarios, and compliance rules so the Brilo AI team can enable Evals for your account. For further assistance, schedule a call with our team today!