Rehearse on real conversations.
Replay the messages your customers actually sent, watch how your agent would have answered, and fix what it got wrong. Nothing is delivered to anyone.
Platform · Foundation-
Can you do any better on the price?
Your team said Best I can do is $380, and I'll throw in delivery.The agent would say I can't go under $380 — but delivery is on us. Matches your team -
Do you deliver to Duhok on a Friday?
Your team said Friday is our day off, so it would land Saturday morning.The agent would say Yes, we deliver every day of the week. Wrong — teach it this
Illustrative run.
There were only two ways to find out if an agent was ready.
Both of them cost you something. Simulations is the third: the messages are real, and nobody receives the answer.
Test on customers
You find out the agent was wrong at the same moment your customer does — and the reply already went out in your name.
Test on invented messages
Somebody writes the questions the agent is about to be asked. It passes, because the test was written to be passed.
Simulate on what really happened
The agent answers the messages your customers actually sent — haggling, half-finished questions, complaints and all. You grade it against what your team replied at the time.
Pick a week, replay it, close the gap.
Pick a set of past chats
Choose real threads — best case, worst case, or a whole week.
Run the simulation
The agent answers each one. You see its reply beside your team's.
Fix and replay
Correct what it missed, run the same set again, watch the gap close.
The reply you would never have let out.
A simulation is only useful if it fails. Every divergence is a thing you get to fix while it still costs nothing.
Answers you would not have sent
A price, a policy or a promise that does not match what your team actually says.
Questions it dodges
Where the agent hedges instead of answering, because the knowledge behind it is thin.
Handoffs it misses
The angry or high-value threads it should have passed to a human, and did not.
Regressions after a change
Replay the same set after editing knowledge and see what stopped working.
Nobody puts a new hire on the phones on day one.
Simulations is the shadowing week. Train the agent on your knowledge, replay your real threads until its answers are ones you would have sent, then connect a channel.
- Train Feed it your docs, FAQs and past chats — see Knowledge Training.
- Simulate Replay real conversations until the answers are yours. Nothing is sent.
- Go live Connect a channel — with human approval still on, until you trust it.
Get it wrong here, not in front of a customer.
Replay the conversations you already had, watch how the agent would have answered, and fix what it missed before a single message goes out.