Customer Service & Support
The most common use case for Digital Humans. Model the range of customers who call into your support line — from simple inquiries to heated escalations.Billing dispute
A customer calls about an unexpected charge. Tests whether your agent can pull up account details, explain the charge, and issue a refund or escalate appropriately.
Password reset
A customer locked out of their account needs help resetting credentials. Tests identity verification and step-by-step guidance.
Product return
A customer wants to return an item and get a refund. Tests policy adherence, return authorization flows, and label generation.
Escalation handling
A frustrated customer demands to speak with a manager. Tests de-escalation techniques and proper transfer protocols.
Stress Testing & Edge Cases
Push your agent to its limits by creating Digital Humans that simulate adversarial or unusual scenarios.Rapid-fire questions
Create a Digital Human with fast speaking speed and an intent to ask multiple unrelated questions in quick succession. Tests whether your agent can keep up, manage context switching, and provide accurate answers under pressure.Language switching
Configure a Digital Human to start in one language and switch mid-conversation. For example, a customer begins in English but transitions to Spanish when describing a technical issue. Tests multilingual fallback handling and graceful language detection.Extended silence
Set a Digital Human to go silent for 30+ seconds at a critical point in the conversation. Tests your agent’s timeout behavior, re-prompting logic, and whether it hangs up prematurely.Background noise overload
Configure loud background noise (airport, construction, crowded restaurant) to test how your agent handles low audio quality. Does it ask the customer to repeat? Does it misinterpret speech? Does it gracefully adapt?Compliance & Regulatory Testing
For industries with strict regulatory requirements, Digital Humans can validate that your agent follows the rules every time.Identity verification
Create Digital Humans that require your agent to verify identity before sharing any account information. Set success criteria to fail if the agent shares PII without completing verification.
Disclosure scripts
Test whether your agent reads required legal disclosures (e.g., call recording notices, terms of service) at the correct points in the conversation.
Outbound Agent Testing
Your agent doesn’t always receive calls — sometimes it makes them. Digital Humans can simulate the person (or system) on the other end of an outbound call.Appointment confirmations
Your agent calls a customer to confirm a dentist appointment. The Digital Human can:- Answer and confirm
- Answer and request to reschedule
- Not answer (voicemail scenario)
- Answer confused, not knowing about any appointment
Lead qualification
Your agent calls a prospect from a lead list. The Digital Human simulates varying levels of interest, from enthusiastic to hostile, testing how your agent qualifies and routes leads.Collections calls
Your agent calls about an overdue balance. The Digital Human can dispute the amount, request a payment plan, hang up immediately, or become agitated — testing your agent’s compliance with collections regulations.IVR Navigation Testing
When your agent needs to call into another system (a partner API, a legacy phone tree, a government hotline), Digital Humans can simulate the IVR on the other end.Regression Testing with Scripted Responses
When you need deterministic, repeatable tests that catch regressions between agent versions, use scripted Digital Humans.Establish a baseline
Create a set of Digital Humans with scripted responses that produce known-good transcripts against your current agent version.
Lock the scripts
Freeze the Digital Human configurations so every simulation run produces the same input. This removes variability and isolates agent behavior changes.
Multi-Turn Workflow Validation
Test complex, multi-step workflows where the conversation spans several stages — identity verification, information gathering, action execution, and confirmation.| Turn | Digital Human Says | Expected Agent Behavior |
|---|---|---|
| 1 | ”Hi, I’d like to cancel my subscription.” | Agent asks for account email or phone number |
| 2 | ”It’s jane@example.com” | Agent verifies identity with security question |
| 3 | ”My mother’s maiden name is Rodriguez” | Agent confirms cancellation and retention offer |
| 4 | ”No thanks, just cancel it” | Agent processes cancellation and confirms |
| 5 | ”Can I get a confirmation email?” | Agent confirms email will be sent |
Population-Scale Testing
Generate large populations of Digital Humans to simulate real-world call volume and diversity.50 billing callers
Generate a diverse set of billing-related Digital Humans with varying emotions, languages, and specific disputes to stress-test your billing support flow.
25 new customers
Generate onboarding-focused Digital Humans to validate your agent handles first-time callers with different levels of technical proficiency.
10 adversarial callers
Generate edge-case Digital Humans: social engineering attempts, nonsensical questions, profanity, and rapid topic changes.
Next Steps
Configuration
Learn how to configure every aspect of a Digital Human’s behavior and voice.
Create via API
Build Digital Humans programmatically with the create endpoint.