ElevenLabs
CursorBased on real interviews
Measure a voice-agent pilot
Decide what evidence would justify expanding a voice agent beyond billing calls.
Unlock with Full AccessThe challenge
A voice agent answers billing questions, takes payments and transfers callers to people. The pilot dashboard emphasises answered calls and containment, while leadership wants to know whether it should expand to the full queue. Design a scorecard that can distinguish reduced workload from unresolved customer problems.
Calls arrive in different languages and from quiet and noisy environments. The available review sample covers only part of that experience, so the case asks you to define what each measure can establish and which expansion decision it supports.
What you'll practise
Outcome measurement
Choose measures that reveal whether callers actually get their problems resolved.
Expansion guardrails
Balance queue and cost improvements against the risks of expanding automation.
Define each measure and the decision it would support.