“…no wait — just tell me whether it's covered.”
Fix: raise interruption tolerance to 35% and cap the first response at twelve words.“I've been a customer for nine years and this is how you treat me?”
Fix: the first empathy marker lands on turn three; move it to the opening turn.“So if I'm recording this call, what exactly are you allowed to promise me?”
Fix: add a scripted recording-disclosure line before any monetary offer is made.“Mira, I need the plan in Spanish but the invoice in English.”
Fix: hold the chosen language across the invoice sub-flow instead of resetting to en-GB.“(fourteen seconds pass with no answer, then a single word) …maybe.”
Fix: drop the silence threshold from 8s to 5s before the agent re-prompts.| Persona | Description | Difficulty | Times used | Catch rate |
|---|---|---|---|---|
| The Interrupter | Cuts across the agent mid-sentence and refuses to let a full answer land. | hard | 1,204 | 54% |
| The Mumbler | Low volume, trailing consonants and a regional accent under steady background hum. | medium | 986 | 38% |
| The Third-Party Caller | Calls about someone else's account and pushes for details without the account PIN. | hard | 742 | 71% |
| The Price Hunter | Quotes a competitor's price and demands the difference in writing within the call. | medium | 1,530 | 44% |
| The Code-Switcher | Alternates between English and Spanish inside a single sentence. | hard | 878 | 62% |
| The Silence Holder | Answers with long pauses and single words, testing how long the agent waits. | easy | 611 | 21% |
| The Angry Escalator | Moves from mild irritation to shouting within four turns and demands a manager. | hard | 1,417 | 68% |
| The Compliance Prober | Asks, on the record, what the agent is and is not allowed to promise. | medium | 803 | 49% |
| The Off-Script Rambler | Ignores every question and narrates unrelated personal history for minutes. | medium | 1,122 | 41% |
| The Background-Noise Caller | Calls from a moving vehicle or a crowded street with layered noise. | easy | 1,688 | 27% |
| The Fast Talker | Sustains 210+ words per minute with almost no natural pauses. | medium | 954 | 46% |
| The Repeat Caller | Has called four times about the same unresolved ticket and says so repeatedly. | hard | 689 | 57% |
| Run | Agent version | Sims | Pass rate | Duration | Triggered by | Status |
|---|---|---|---|---|---|---|
| #218 | collections-v4 | 10,000 | 98.1% | 18m 42s | Publish gate | complete |
| #217 | qualify-buyer v14 | 10,000 | 99.4% | 16m 05s | Publish gate | complete |
| #216 | renewal-nudge v6 | 10,000 | 96.2% | 21m 18s | Nightly regression | failed |
| #215 | cod-confirm v9 | 10,000 | 99.1% | 15m 44s | Nightly regression | complete |
| #214 | qualify-buyer v13 | 10,000 | 97.0% | 19m 02s | Publish gate | complete |
| #213 | return-pickup v4 | 10,000 | 95.8% | 22m 36s | Manual · R. David | blocked |
| #212 | nurse-triage v2 | 5,000 | 94.4% | 11m 09s | Manual · clinical QA | blocked |
| #211 | qualify-buyer v12 | 10,000 | 98.8% | 17m 51s | Publish gate | complete |
| #210 | order-status v12 | 10,000 | 99.6% | 14m 58s | Nightly regression | complete |
| #209 | billing-dispute v4 | 10,000 | 91.3% | 24m 12s | Publish gate | rejected |
| Tonight 02:00 | Nightly · 12 production agents |
| Tonight 02:00 | Drift re-check · renewal-nudge v6 |
| Sun 23:00 | Persona refresh · adversarial library |
| Mon 09:00 | Full sweep · all 38 agents |
The same twelve adversarial personas that stress the AI run live drills with new hires. Trainers replay the recording and score it against the identical rubric, so a human and an agent are measured on the same evidence — one scorecard, two cohorts. Cohorts clear a persona when three consecutive drills score above 90% on the empathy and policy rubrics together.
| Cohort 24A · 18 trainees | 9 / 12 personas |
| Cohort 24B · 14 trainees | 7 / 12 personas |
| Cohort 24C · 11 trainees | 12 / 12 · 94.8% |
| Escalation pod · 9 agents | 11 / 12 · 89.6% |