No SJ Digital Media Solutions agent reaches live customers untested. Test and trial is a fixed stage of the implementation process, in which agents must demonstrate the agreed standard of performance before deployment is earned.
The stage runs in two phases:
Testing: agents are exercised against structured scenario sets, real historical enquiries, edge cases, difficult phrasings, multiple languages and deliberate attempts to push them outside their boundaries, with accuracy, tone, rule compliance and escalation behaviour scored against defined criteria
Trial: agents then operate in controlled live conditions, on a subset of real traffic or in shadow alongside staff, with the client's team reviewing outputs daily, corrections fed back into knowledge and rules, and performance tracked against the baseline the value chain analysis established
Exit from trial is by evidence, not by calendar: response accuracy, qualification quality, escalation correctness and customer experience must hold at the agreed standard across sustained live volume. Where they do not, the loop of refinement continues, and the trial period is what absorbs that iteration safely.
The trial also serves the human side: staff learn to supervise, correct and work alongside the agents while stakes are controlled, so the deployment lands into a team that trusts what it has watched perform.
This discipline is why SJ deployments hold up in production: by the time an agent answers its first unsupervised customer, it has already done the job, measurably, many times.
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