Testing a voice AI agent

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<p id="docs-hc-snippet" style="display: none;">You can test a voice AI agent in production or sandbox environments in two ways:</p>
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<p id="docs-ai-summary-toggle">Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">You can test a voice AI agent in production or sandbox using the call console or the browser-based testing widget. The call console checks the full voice experience, including ticket creation, recordings, escalation, transcripts, summaries, and ticket field updates. The testing widget is for live conversation testing only and does not create tickets, support escalation, or test individual procedures.</p>
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<p class="p">You can test a voice AI agent in production or sandbox environments in two ways:</p>
<ul class="ul" id="adv_voice_ai_agent_testing__ul_tmq_d3r_gkc">
<li class="li">Use the call console in Agent Workspace to place a test call to the voice line
connected to the AI agent. This method tests the complete voice experience,
including ticket creation and escalation to a human agent. A test call incurs
charges, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10169333291290" target="_blank">About voice AI agents</a>.</li>
<li class="li">Use the browser-based testing widget in the AI agents workspace to have a voice
conversation directly with the AI agent. The testing widget doesn’t create a ticket
or call recording, doesn’t support escalation to a human agent, and can’t test an
individual procedure. Testing with the widget doesn’t incur charges.</li>
</ul>
<p class="p">During testing, verify that the AI agent recognizes expected customer requests, follows
the correct procedures, performs configured actions, and responds naturally. When
testing with the call console, also verify that the AI agent escalates calls
appropriately.</p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="adv_voice_ai_agent_testing__ul_m3r_5s4_yfc">
<li class="li"><a class="xref" href="#topic_call_console">Testing a voice AI agent using the call console</a></li>
<li class="li"><a class="xref" href="#topic_testing_widget">Testing a voice AI agent using the testing widget</a></li>
</ul>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_call_console">
<h2 class="title topictitle2" id="ariaid-title2">Testing a voice AI agent using the call console</h2>
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<p class="p">Use the call console to place a live test call and verify the complete voice AI
agent experience.</p>
<p class="p"><strong class="ph b">To test a voice AI agent using the call console</strong></p>
<ol class="ol" id="topic_call_console__ol_hff_s2f_d3c">
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836235162#topic_e52_ypm_ltb" target="_blank">Use the call console</a> in Agent
Workspace to call the line connected to the voice AI agent.</li>
<li class="li">Interact with the AI agent as a customer would.</li>
<li class="li">To test your escalation flow, use a second device or an incognito browser to
receive handoffs.</li>
<li class="li">After the call, review the resulting ticket to verify the transcript, summary,
any available recording, and any ticket field updates made by the AI agent.</li>
</ol>
</div>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_testing_widget">
<h2 class="title topictitle2" id="ariaid-title3">Testing a voice AI agent using the testing widget</h2>
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<p class="p">Use the testing widget to test a voice conversation with your AI agent without
placing a live call.</p>
<p class="p"><strong class="ph b">To test a voice AI agent using the testing widget</strong></p>
<ol class="ol" id="topic_testing_widget__ol_uff_k1x_ckc">
<li class="li">
<span class="ph">In the AI agents workspace, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756913178#topic_t25_qvj_tdc" target="_blank">select the AI agent</a> you want to work
with.</span> <p class="p">Use the
case-insensitive literal search to narrow the list of AI agents by
name.</p>
<p class="p"><img class="image img-screenshot" id="topic_testing_widget__image_k5g_dxq_gkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aia_test_agent_select.png" width="300"></p>
</li>
<li class="li">Click <strong class="ph b">Test AI agent</strong> in the top bar.<p class="p"><em class="ph i">Test your AI agent</em>
opens.</p>
<p class="p"><img class="image img-screenshot" id="topic_testing_widget__image_ghw_zbr_gkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aia_test_voice_call_start.png" width="400"></p>
</li>
<li class="li">(Optional) Select the language for the test from the language menu, if
available.</li>
<li class="li">Click <strong class="ph b">Start call</strong>.<p class="p"><img class="image img-screenshot" id="topic_testing_widget__image_hy2_b2r_gkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aia_test_voice_call_agent_listening.png" width="400"></p>
</li>
<li class="li">Have a conversation with the agent by speaking into your microphone.</li>
<li class="li">(Optional) Click the Mute microphone icon (<img class="image" id="topic_testing_widget__image_af3_4dr_gkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aia_test_voice_call_mute_icon.png" width="16">) to stop the AI
agent from hearing you.</li>
<li class="li">(Optional) Click the Restart conversation icon (<img class="image" id="topic_testing_widget__image_df1_bdr_gkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aia_test_voice_call_regenerate_icon.png" width="16">) or the End call
icon (<img class="image" id="topic_testing_widget__image_skv_22r_gkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aia_test_voice_call_end_icon.png" width="16">) to end the call.
<p class="p">You can start a new call for another test.</p>
</li>
<li class="li">Click the Close icon (<img class="image" id="topic_testing_widget__image_hqy_22r_gkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aia_test_voice_call_x_icon.png" width="16">) to finish
testing.</li>
</ol>
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