Behavior boundaries
Define what an agent may say and do
Ground answers in approved sources, restrict tool permissions, and specify when the agent should decline, clarify, or bring in a person.
Monitor / AI governance
Control Calls Stay Within Limits
Set rules, reviews, and safeguards that keep voice automation reliable, compliant, and aligned with your team.
Review workflowsFallback rulesCall guardrails
Connect quality controls to your existing tools
Identity and access
Knowledge bases
Audit data
QA workflows
Alerts
Reporting
From risk to release
Set the boundary, test the difficult path, monitor the evidence.
Classify sensitive actions, constrain the agent, run representative and adversarial tests, then turn review findings into controlled improvements.
- 01
Classify the risk
Identify sensitive data, high-impact actions, and calls requiring human judgment.
- 02
Set boundaries
Limit knowledge, permissions, responses, and escalation behavior.
- 03
Test and approve
Run representative and adversarial scenarios before publishing.
- 04
Monitor and revise
Review calls, investigate failures, and ship controlled improvements.
Inside a controlled workflow
Boundaries, testing, and evidence travel with every release.
Production quality comes from defined behavior limits, realistic pre-launch tests, and focused human oversight after calls begin.
Pre-launch testing
Exercise the difficult paths before callers do
Build tests around common requests, sensitive topics, ambiguous language, integration failures, and attempts to move the agent outside its role.
Focused oversight
Review evidence and feed improvements back
Flag conversations by risk, uncertainty, outcome, or sampling rules and turn findings into tracked prompt, policy, or workflow changes.
Policy control center
Production Quality Controls
Connect quality evidence to access, review, and reporting systems.
Plan your integrationQuality Controls exampleGuardrail activated
- 1CustomerCan you make an exception and approve this today?
- 2Quality ControlsThis request requires an authorized teammate. I can connect you now.
- 3Connected actionRestricted action blocked
Behavior limits, test results, and human review stay connected throughout deployment and continuous improvement.
Use cases
Where quality controls helps your team.
Policy adherence
Keep answers aligned with current approved guidance and escalation rules.
More consistent callsAction safety
Restrict which records, bookings, or workflow changes an agent can make.
Controlled automationQuality review
Sample routine calls and prioritize uncertain or high-risk conversations.
Efficient oversightQuality Controls at a glance
The details your team can evaluate.
Test
critical paths before launch
Limit
answers, actions, and access
Review
the calls that need attention
Governance layer
Controls and evidence travel with every release.
Behavior limits, test results, and human review stay connected throughout deployment and continuous improvement.
Behavior boundaries
Define what an agent may say and do
Ground answers in approved sources, restrict tool permissions, and specify when the agent should decline, clarify, or bring in a person.
Control core
Frequently asked questions
What risk and quality teams ask before launch.
A practical overview of quality controls, setup, and how your team stays in control.
What should be tested before an agent launches?
Test common tasks, ambiguous requests, prohibited topics, sensitive data, tool failures, escalation paths, interruptions, silence, and realistic attempts to move the agent beyond its approved role.
How can agent actions be limited?
Give tools the minimum permissions required, validate inputs in downstream systems, require confirmation for consequential actions, and route higher-impact decisions to authorized people.
Which calls should humans review?
Use a mix of random sampling and targeted review based on failed outcomes, low confidence, escalation, sensitive topics, complaints, unusual duration, or other workflow-specific risk signals.
Do quality controls guarantee compliance?
No. They help teams implement and observe boundaries, but each organization remains responsible for legal, regulatory, security, and policy review for its specific data, industry, and operating regions.
Start building
Put explicit quality controls around one production workflow.
Start with one quality controls workflow, connect the tools it needs, and expand from real results.
✓ Review workflows✓ Fallback rules✓ Call guardrails