Your Agent Is Ready for Anything
This week I got a late charge on my credit card.
So I did what anyone would do, I picked up the phone to fix the issue. However, the experience that followed, we have all lived it through at least once:
Press 1 for account information
Press 2 for billing
Press 3 for disputes
*Hold music
Another Menu
By the time I reached a person I had already spent several minutes on the phone without saying anything.
This is called an IVR system, short for Interactive Voice Response. It is the automated phone tree that sits in front of almost every bank you have ever called.
Voice AI is changing all of this. Instead of making a customer press buttons and wait through menus, companies are now building voice agents to handle these calls directly.
There is a catch though...
The catch is that many of these agents still have to work alongside the very IVR systems that frustrated us in the first place. Your agent might need to navigate a phone tree, sit through hold music, get through a verification step, and only then actually help the customer.
The question becomes: How do you know your agent can navigate an arbitrary IVR system?
That is exactly what IVR testing was built for.
With Bluejay you can now recreate a full IVR system and test how your agent moves through it.
It evaluates how well your agent performed as it made its way down each path of the system.You can add hold music, build out phone tree menus, and even simulate a human agent on the other end. The next time someone calls your agent and gets stuck in a phone tree, you will already know exactly how it performs!
IVR testing is live now. Read about it in our feature spotlight!
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 ten 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?
Announcements
Heres what happened at Bluejay last week:
- Rohan sat down with John Wang, Co-founder and CTO of Assembled, to discuss Bluejay's vision of becoming the system of record for voice AI!
- We hired another Engineer and a GTM person!
- The team pushed 32,323 lines of code this week to make Conversational AI more reliable!
Skywatch Podcast Episode
Building the Orchestration Layer for AI and Human Support with Assembled Co-Founder John Wang
This week Rohan sat down with John Wang, co-founder and CEO of Assembled, to talk about what it actually takes to get customer support AI working at scale and what most teams are still getting wrong.
From the Stripe project that a PM blew off for a Bitcoin idea, to the surprising truth that most companies deploying AI agents are actually hiring more humans, the conversation covers the real story behind building customer support infrastructure that works.
Full episode on YouTube and Spotify now.
Behind the Build
Big week for the engineering team. Here is what got shipped:
- Live call listening is now available on Bluejay simulations. No more waiting for a post call recording to finish, you can tune in as the call is happening.
- The Retell integration got a lot simpler. All you need is an API key and Bluejay handles everything else automatically.
- IVR success criteria is now live. You can define an expected traversal path for your IVR flows so you can actually validate that your agent is going down the right branch every time.
Feature Spotlight
We shipped IVR testing, and if your agent ever has to get through a phone tree, this one's for you.
Most simulations drop your agent straight into a conversation. The problem is that real calls rarely start that way.
They start with:
Press 1 for scheduling.
Press 2 for billing.
If your agent can't work through that menu, it never reaches the conversation you actually wanted to test.
IVR testing fixes that.
You can now build a phone tree your agent has to navigate against, using DTMF tones, exactly like a real caller would. Build it visually, generate the whole flow from a plain-English prompt with Bluejay AI, or define it through the API. You can set the menu's voice and speed, add hold messages like "one moment while I place you on hold," and control how many times the menu repeats before it times out.
The result is that you can confirm your agent presses the right keys, lands in the right department, and handles the call once it gets there, all before a real customer is on the line.
Give it a try on your next simulation and let us know what you think!
Coming Soon
- Huge update regarding the nest ...
That's all for now. I'll see you next time!
Azfar Khan
Storyteller @ Bluejay
