Voice AI Readiness Diagnostic — score your enterprise programme

Whether the spend is anchored to intent-level economics rather than vendor cost-per-minute headlines.

1. Q01
   Top three intents identified with volume, AHT, and containment baselines.
   You can name them and quote the numbers from memory.
   0Not started1Partial or informal2In place, documented, named owner
2. Q02
   Cost-per-resolved-call target agreed for in-scope intents (not cost-per-minute).
   0Not started1Partial or informal2In place, documented, named owner
3. Q03
   Recontact and escalation cost of a partially-contained call modelled, not just the deflection saving.
   0Not started1Partial or informal2In place, documented, named owner

Whether your call data, carrier path, and fallback patterns can actually carry a production deployment.

1. Q04
   Last 90 days of recordings and transcripts exportable in under two weeks, with consent flags.
   0Not started1Partial or informal2In place, documented, named owner
2. Q05
   SIP / carrier / CCaaS supports low-latency media streaming without breaking recording or QA.
   0Not started1Partial or informal2In place, documented, named owner
3. Q06
   Clear DTMF fallback and warm-transfer-with-context path documented.
   0Not started1Partial or informal2In place, documented, named owner

Whether you can tell, with evidence, that the AI is improving or regressing call-over-call.

1. Q07
   Turn-taking latency, barge-in behaviour, and intent-accuracy targets defined per intent.
   0Not started1Partial or informal2In place, documented, named owner
2. Q08
   Labelled evaluation set of 200+ real conversations per priority intent, refreshed quarterly.
   0Not started1Partial or informal2In place, documented, named owner
3. Q09
   Human-in-the-loop QA scores AI calls on the same rubric as human-agent calls.
   0Not started1Partial or informal2In place, documented, named owner

Whether the legal and data-protection groundwork is in place before a synthetic voice talks to a customer.

1. Q10
   DPIA / privacy assessment complete for synthetic voice, biometrics, and cross-border flows.
   0Not started1Partial or informal2In place, documented, named owner
2. Q11
   Documented position on vendor training-data use, with contractual carve-outs where needed.
   0Not started1Partial or informal2In place, documented, named owner
3. Q12
   Approved disclosure script and human opt-out path for regulated intents.
   0Not started1Partial or informal2In place, documented, named owner

Whether the agent can actually transact against your systems of record, not just answer questions.

1. Q13
   Voice agent performs the top three transactions end-to-end (authenticate, read, write) — not just FAQ.
   0Not started1Partial or informal2In place, documented, named owner
2. Q14
   Identity / auth pattern approved by fraud and security for voice (KBA, OTP, or biometrics).
   0Not started1Partial or informal2In place, documented, named owner
3. Q15
   Single source of truth for customer state, read by AI and human agents in real time.
   0Not started1Partial or informal2In place, documented, named owner

Whether there is a named owner, a runbook, and a forecast that treats AI as a permanent channel.

1. Q16
   Named product owner with weekly time to review failed calls and ship prompt / flow changes.
   0Not started1Partial or informal2In place, documented, named owner
2. Q17
   Ops runbook for AI-agent incidents (degradation, hallucination, mis-routing) with a kill switch.
   0Not started1Partial or informal2In place, documented, named owner
3. Q18
   AI-handled calls in the workforce-management forecast, not bolted on as a separate channel.
   0Not started1Partial or informal2In place, documented, named owner

Whether the weekly numbers are honest enough to defend in front of finance.

1. Q19
   Containment, resolution, CSAT, and cost-per-resolved-call reported weekly, AI vs human side-by-side.
   0Not started1Partial or informal2In place, documented, named owner
2. Q20
   Closed-loop process feeds failed calls into prompt / flow / training-data changes within a sprint.
   0Not started1Partial or informal2In place, documented, named owner