Start with a call type
Choose a narrow pilot such as collecting an out-of-hours booking request. Define the questions, approved answers and information that the controller needs. Avoid starting with every possible call type.
Separate language from booking truth
The assistant may understand a request, but availability, fares and booking status should come from a trusted connected system. A fluent response is not evidence that a booking exists.
Design the handoff
Set the route for uncertainty, a request for a person or a situation outside the agreed scope. Include what the caller hears, what the controller receives and what happens if the transfer cannot complete.
Test before expanding
Use realistic pickup names, background noise, corrections and incomplete requests. Review outcomes with operators before increasing coverage. Language support should be tested by suitable speakers, not assumed from a model’s capabilities.
Agree the data handling
Decide whether recording is needed, who can access summaries and how long information should be retained. Those choices must reflect the actual deployment and its responsibilities. The website demonstration does not record or make calls.