TL;DR
A complete review guide for spotting hallucinations, calibrating tone, optimizing escalation, and ensuring conversion quality.
1. Grounding and Hallucination Control
- Source Anchoring: Ensure the agent answers questions ONLY from your uploaded documents (PDFs, FAQs, web pages).
- Response Boundary: Instruct the agent to reply with 'I do not have this information, let me connect you to a team member' instead of guessing or fabricating answers.
2. Tone of Voice & Dialect Calibration
- Cultural Fit: Verify that the agent matches the regional dialect of the user (e.g. Gulf/Saudi dialect instead of formal classical Arabic).
- Brand Tone: Keep responses concise, warm, and highly professional without sounding robotic or excessively flowery.
3. Seamless Escalation & Hand-off
- Intent Detection: Ensure the system detects escalation intents ('Can I speak to a supervisor?', 'Human please') instantly.
- Context Preservation: Verify that the full conversation transcript and an AI-generated summary are forwarded to the human agent.
4. Testing and Live Evaluation
- Smoke Testing: Test with at least 50 varied user prompts containing complex colloquial expressions and typos.
- Continuous Monitoring: Review chat transcripts daily to adjust instructions, adding new FAQs and product updates.