Customer Journeys Is Live
Over the past few weeks, I have been building Oswald, a voice agent for a coffee shop, and improving him with Bluejay. Last week, I moved him from a single prompt agent to a multi-agent workflow with defined sub-agent system prompts.
This week I wanted to tackle something deeper: Oswald's memory.
Unlike traditional phone systems, customer journeys with voice AI do not have to be stateless. Picture calling your local Thai restaurant and having the owner immediately recognize you, asking if you’d like your usual: pad thai, spice level four. That kind of experience is possible with voice agents by storing information tied to a customer's phone number or unique ID.
Here's the harder question: How do you test it ?
You could call your agent multiple times in succession, asking it to order “the same thing you got last time”, or to schedule, reschedule, and then cancel an appointment across separate calls. It works, though doing it manually means it is slow and nearly impossible to repeat consistently. Bluejay solves this by letting you create a customer who calls three times in a row, each time with a different related intent, and runs the whole thing automatically.
That is exactly what Customer Journeys solves.
Customer Journeys lets you simulate how a real customer interacts with your agent across multiple calls. The same digital human, same context, and different intent every time. Real customers call back, change their minds and carry history with them every time they do. Until now there was no good way to test for that.
With Customer Journeys, it enables you to test the full arc of a customer relationship. From the first call to the fifth, a digital human carries context across every single one. For the first time, if your agent is supposed to remember a customer, you can test whether it does.
Customer Journeys is live. Read about it in our feature spotlight below!
As a recap:
- Bluejay is a testing and monitoring platform for Conversational AI agents. Companies ranging from Fortune 10 enterprises to fast-growth startups in the Silicon Valley use Bluejay to make sure their voice and text agents work in production (monitoring) and development (testing) environments.
- Our team, now seven strong, works around the clock to make sure your agent behaves when talking to customers.
- This newsletter is 100% human written. It always has been, and it always will be. Ask yourself about what you are consuming. If the writer hasn't read it, why should you?
The Voice AI community is growing, and we're so happy to facilitate its growth here at Bluejay. After all, it plays directly into our mission:
Announcements
Heres what happened at Bluejay last week:
- Rohan sat down with MurfAI this week for a Webinar on why most teams are still "vibe testing" their voice agents and why that quietly breaks at scale.
- Faraz was featured on Agora's Convo AI World Podcast this week talking voice agent testing at scale.
- We hired another engineer: Kaleb, welcome to the Bluejay family!
- The team pushed 72697 lines of code this week to make Conversational AI more reliable!
Feature Spotlight: Customer Journeys
We just shipped a new simulation type and this one is a big deal.
Most voice agents get tested one call at a time. The problem is that real customers do not call once. They book an appointment, call back to confirm, and then maybe call again to reschedule or cancel entirely. If your simulation only ever runs a single call, you are never going to catch the things that break on call two, like your agent having no idea who it is even talking to.
Customer Journeys fixes that.
You can now set up a sequence of calls, think book, confirm, cancel, and have one digital human run the entire thing from start to finish. Same name. Same phone number. Same persona throughout. Bluejay automatically generates the intents and success criteria for each step so you are not starting from scratch.
The result is something that has never been possible before in simulation testing. You can now test the entire customer relationship, not just a single moment in it.
Give it a try on your next simulation and let us know what you think!
That's all for now. I'll see you next time!
Azfar Khan
Storyteller @ Bluejay
