How to test a voice bot before launch: 7 steps and a test sheet
Sado AI team · · 4 min read
In short
Before launching a voice bot, test it the way your customers call. Collect 20–30 real questions from recent calls and write the right answer to each. Then have 3–4 staff call from different phones, in Uzbek and Russian, and from somewhere noisy. Test the edge cases too: an unknown question, “put me through to a person”, “don’t call me”. After each call, check the recording, transcript and CRM card, fix the mistake and test again. Launch in stages.
Why testing matters
During setup everything looks right. Mistakes show up with the first real customers: an old price, an address with no landmark, a request that never reached the CRM, a transfer that didn’t connect. Testing finds them before customers hear them. It’s best done by people who weren’t part of the setup: like customers, they ask things nobody expected.
Seven testing steps
- A list of questions. Ask your receptionist for the 20–30 questions customers ask most: price, address, hours, booking, delivery.
- The expected result. Next to each question, write the right answer and what the operator should do: book, schedule a callback or transfer to staff.
- Different callers. Have 3–4 staff call: one in Russian, one mixing languages, one talking fast, one from a noisy street.
- Edge cases. A question not in the facts, asking for a discount, “put me through to a person”, “don’t call me”, “are you a robot?”, an angry tone, interrupting the operator.
- Check the result. After each call, read the recording and transcript, check the answers were saved correctly, the booking landed on the right day and the CRM card arrived.
- Fix and retest. After fixing each mistake, test that exact question again.
- Launch in stages. For example, evenings and weekends first, the whole day after a week or two.
A sample test sheet
| Question or situation | Expected result | What the operator did | OK? |
|---|---|---|---|
| “How much is a consultation?” | Says 150,000 so‘m | Said 150,000 so‘m | Yes |
| Number dictated in groups | Number saved correctly | Last two digits wrong | No |
| “Any discounts?” (not in the facts) | A manager will call back, task created | Did exactly that | Yes |
| “I want to talk to a person” | Transfers to the receptionist | Couldn’t: no number set | No |
| “Don’t call me again” | The number isn’t called again | Marked | Yes |
The “No” rows are your list to fix before launch. Prices and results in the sheet are an example.
Testing outgoing calls
- First upload a short list of staff numbers only to Auto-calls.
- Have staff answer like customers: “I’m busy now”, “call me in the evening”, “don’t call me again”.
- Check the callback happened at the time asked for.
- Then start a small part of the real list with a daily limit. If needed, one button stops the calls.
Testing with Sado
In Sado, Sado’s team sets up the operator with you: script, questions, prices, hours. Before letting customers through, work through the sheet above; agree with the team which number to test from and when. Each test call’s recording, transcript and answers show in the portal, and in your CRM if Bitrix24 is connected. You set the working hours yourself, so a staged launch is easy.
More: AI operator for incoming calls and outgoing calls. Listen first: try it live or call 78 778 01 23.
Questions
How many test calls are enough?
There’s no fixed number: every question and edge case on the list at least once, and the ones that failed once more after the fix. With 20–30 questions that means a few dozen calls.
Who should make the test calls?
Staff who weren’t part of the setup, plus one or two regular customers you trust. They don’t know the script, so they ask like real customers. Ask a customer’s permission first.
Should we keep checking after launch?
Yes. In the first week, read a few transcripts every day, then once a week. Questions that got “a manager will call back” show what to add to the base: the operator’s knowledge base.
Should we also test a bot before choosing one?
Yes, but that’s a different test: how it handles Uzbek, numbers and mixed speech. Ten tests: Uzbek and Russian voice bots. Short answers: FAQ.