SEPTEMBER 2023 RELEASES
September 2023 Releases
Debunking AI Agent Fears: “What if the AI crashes mid-conversation?”
You’re not crazy for worrying about AI crashing out of the blue.
What we’ve seen a lot in the market is that contact center leaders feel a lack of control with their AI. Like it’s going to go rogue without them knowing how to fix it.
Here’s the thing: It’s not going to happen. Basically ever.
In this article, we’re going to walk through this fear, because we totally understand it. It’s valid. But, it should not be a reason to hold off on adopting AI agents. It should simply be a factor in determining which AI provider you end up working with.
Using Regal AI agents as the example, we’re going to look at why you shouldn’t concern yourself over AI agents crashing.
What if the AI crashes mid-conversation?
The Scenario You’re Probably Dreading
It’s peak season for your business. Inbound and outbound volume are both looking strong.
And then it happens… Your AI agent crashes, and you don’t know why.
The longer it goes, you know you’re just bleeding revenue and taking a major hit to your CSAT and NPS scores.
AI is No More Likely to Crash than Humans
But here’s the thing: Human agents also experience disruptions. Zoom crashes, VPN dropouts, frozen software, or simple battery failures. Things happen.
Maybe you’re thinking, “How often does that stuff really happen?”
Exactly. That’s the point. It doesn’t happen much at all, and happens even less with AI agents.
With humans, Wifi and phone network connections can be unpredictable (especially for distributed or remote teams). And you don't have any control over that.
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It’s very rare for an AI agent to crash mid-conversation. Unlike Wifi or remote phone network connections, you’re able to guarantee that your agent connection will be stable and consistent.
You might feel like you have less control over your systems by using AI agents, but with Regal, you actually have more control.
That’s because A) you’re able to build in distinct failover measures if anything is to go wrong, and B) you can measure every agent interaction more precisely (i.e. knowing exactly what went wrong, why, and if it’s a persistent issue).
Building Failovers into your Voice AI
Failover Strategy 1: Multi-TTS Tech Structure
Regal has multiple text-to-speech (TTS) providers (ElevenLabs, PlayHT, OpenAI) built-in to our AI agent infrastructure. If one lags or fails, the system defaults to another provider with no delay.
Why is this important?
A lot of manually built agents, or those built with developer AI agent platforms, are built on top of a single TTS provider.
If that TTS provider lags or fails, however, your entire system will freeze or crash. Having multiple TTS providers allows for built-in backups. So, even in a case where your primary TTS gets tripped up, your AI agent has multiple backups that assure the AI never misses a beat. Your customers would never even know if your primary TTS was having issues.
Failover Strategy 2: Set Automated Reconnection Paths
If an AI agent fails—whether it’s an isolated crash mid-call or a system-wide instability—you have the ability to automatically set fallback logic to reconnect with contacts via voice and/or SMS.
How Regal helps with this:
You can set triggers for if/when a contact gets disconnected from an AI agent mid-call. When a call is dropped, you can trigger automatic task creation to:
- Immediately send a text apologizing, explaining that something went wrong, and that you’ll reach back out soon.
- Auto-create callback tasks for a human agent to reconnect.
- Schedule callbacks from an AI agent once issues are resolved.
If you prefer, you can base this off of call disposition or customer stage. If a call is very informational and low priority, you don’t need to reconnect immediately. It’s entirely up to you.
In whatever case, you’re protected from conversations getting completely lost.
Failover Strategy 3: On-Call Escape Hatch
Customers should always have a way to opt out of a call to talk with a human—whether it’s due to preference, or because the AI is having a problem.
How Regal helps with this:
Regal embeds fallback logic directly into customer journeys.
You don’t have to wait until an error actually occurs. By building such logic as, “Press 0 to speak to a live representative,” into your AI calls, you provide another failsafe for any potential technical issues that might arise.
Metrics That Prove Voice AI Stability
Regal carefully monitors these metrics to ensure your AI agent operates reliably, preventing disruptions and ensuring customer satisfaction:
1. Error/Crash Rate
This is something Regal looks at internally, indicating AI reliability. This number represents the frequency of unexpected failures during interactions.
Error rates within 0.2% are expected and acceptable, though generally this number should be as close to 0% as possible.
2. Containment Rate / Hang-up Rate
If you’re seeing high containment rates and low hang-up rates from AI calls, then you know your AI is working as desired.
If the AI is bad enough, crashing consistently, contacts are going to start hanging up or asking to speak to a human. If any issues arise, you’ll likely see a jump in hang-up rate and/or drop in containment.
3. Overall Success Rates
Maybe your agents aren’t full-on crashing, but you’re noticing some minor bugs, maybe getting anecdotal feedback that an AI is doing something that feels off.
In that case, check your conversions and overall success rates. These will show the impact of minor technical issues in aggregate.
If your overall success rates remain steady (or grow, of course), then the AI is performing as it should and any minor timeouts aren't having a significant impact on your business. If you notice your success metrics start to drop, then there may be an issue. In this case, you can double back to latency, containment rates, and AI call recordings to identify where things might be slipping.
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AI = Control = Predictability
Fears of AI crashing? Very reasonable.
But think of it this way.
The ultimate gains from AI are that you control how the agents and your system respond and behave, and that you can measure every single interaction, always seeing if and why something is off.
At Regal, we don’t pretend failure won’t happen. Our systems are designed to anticipate issues, include built-in recovery mechanisms, and bounce back instantly.
So go ahead. Embrace the AI. It really is the smartest way to deliver personalized customer experiences at scale. Your customers deserve it, and your bottom line will thank you.
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