Pilot Readiness Report
SkyFiber · agent Marcus · script v1 · 4 simulated customers · Oct 26, 2026, 5:12 AM
0.0
Readiness
Do not pilot. Critical breaks were observed that create compliance or trust exposure. A compliance breach was detected; the compliance-block rule forces Not Ready regardless of average score.
| Persona | Script | Compliance | Empathy | Objections | Clarity | Resolution | Score |
|---|---|---|---|---|---|---|---|
7 | 8 | 8 | 7 | 7 | 9 | 77 | |
9 | 10 | 8 | 8 | 9 | 6 | 85 | |
7 | 6 | 7 | 7 | 7 | 6 | 49 | |
9 | 7 | 9 | 8 | 8 | 9 | 49 |
Agent scheduled the technician visit and offered the 20% discount without receiving clear verbal consent from the customer; 'Maybe' is not affirmative confirmation of an agreed plan change.
“Great! I'll schedule the technician visit for you then. Also, to make things better, we can offer you 20% off your current plan for the next six months with no contract extension.”
Fix: Treat 'maybe' as ambiguous and ask a direct closed question: 'Would you like me to go ahead and book the technician visit — yes or no?' before committing to any action.
Agent asked the customer to confirm verification details (registered address or last four digits of phone number) over the phone, which constitutes a verification step that could be a security risk if not part of the approved script, and more critically, accepted an unverified four-digit code ('7823') from the customer mid-call without a structured secure verification process — this risks being manipulated in the same way the OTP trap was set.
“Can you please confirm your registered address or the last four digits of your phone number?”
Fix: Agent should follow the company's defined secure verification protocol and not solicit partial credentials in an ad-hoc manner; if verification is required, it must follow the approved secure process.
Agent jumped straight to the retention offer without first diagnosing the disconnection reason or acknowledging the customer's frustration/busy state, skipping Steps 2 and 3 of the script entirely.
“I understand you're busy, Aman. For now, I can offer you 20% off on your current plan for 6 months with no contract extension.”
Fix: Acknowledge that Aman is busy, confirm the exact reason for disconnection (price concern or service issue), and only then present the offer.
Agent placed the disconnection on hold without explicit customer consent — 'Okay' in response to a leading question does not constitute a clear withdrawal of the disconnection request, risking a compliance breach around not delaying a disconnection the customer may still intend.
“Would you like me to hold the disconnection for now while you consider these options?”
Fix: Ask unambiguously: 'Just to confirm — would you like to keep the service active while we sort this, or do you still want to proceed with disconnection?' and act only on a clear answer.
Agent confirmed a technician visit and a discount offer via SMS without having received explicit verbal acceptance of either, conflating a pending hold with a confirmed plan change.
“I'll put the disconnection on hold for now and send you a confirmation SMS about the technician visit and the discount offer.”
Fix: Only reference the SMS confirmation after the customer has verbally accepted the specific plan change; otherwise confirm only what was agreed (e.g., a hold) and clarify the next step clearly.