What if Diane mishandles a call?
Forward me the recording or describe what happened. Patched within hours.
Most owners hit one or two bumps in the first 30 days. That's the tuning window.
When it happens:
- Forward the recording (or describe the call) to hello@heydiane.ca
- I review same-day and patch the prompt
- The change is live on the next call — no redeploy delay
- I email you to confirm the fix
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.