When Customers Can’t Tell It’s AI, QA Can’t Be an Afterthought

Daniel Gil at Sabio explores why conversational AI agents need the same quality assurance and governance standards as human agents.Much of the regulation now shaping how we deploy AI in customer service – the multi-language requirements, the mandatory route to a human on request – rests on a quiet assumption: that today’s AI still behaves like the IVRs and bots of the last fifteen or twenty years.In most companies, that assumption is still fair. But it’s ageing, and fast,