Validate and refine before launch

In Launch, do not validate against idealized prompts alone. Use the ambiguous, messy phrasing customers actually send and watch whether the agent still grounds its answer.

Validation is not just about correctness. It is also about tone, clarity, and the ability to admit uncertainty without sounding broken.

1. 1Validate common tasks first in Launch: order status, shipping, returns, and account questions.
2. 2Capture the turns where the answer becomes vague, overconfident, or unsupported.
3. 3Refine in the right place — adjust persona or escalation in Setup, fix coverage in Knowledge, or use Train to capture behavior memories — one change at a time.

• The agent answers common questions directly and without filler.
• Escalation happens for uncertainty instead of fabricated certainty.
• Operators can explain what changed between each validation round.