What if Diane mishandles a call?
If Diane mishandles a call, tell me when it happened and the caller’s number. I review the call and fix the instructions behind it.
By Jared Ohman · Updated October 2026
The first weeks are the tuning window, and a call that went wrong is the most useful thing you can show me.
When it happens:
- Email hello@heydiane.ca with the caller’s number and the approximate time, or describe the call
- I review the call and fix the instructions behind it
- I email you to confirm what changed, and you place a test call to check it
If the same mishandling pattern repeats more than twice, that’s a config issue, not a one-off. I do a deeper review and may suggest changing your escalation rules or service area boundary.
For high-stakes mistakes (warranty commitments, wrong price quotes, missed emergencies), the recording goes into the QA library and we run the failing scenario through the new prompt before it goes live. You don’t lose customer trust twice for the same reason.