Test phone calls

On this page:

• Setup
• Phone calls to AI voice agents
• Phone calls to human receivers

Setup

Set expectations in your screener

• Ask participants to take the UserTesting test on their desktop or laptop computer.
• Explain that participants need a mobile device to place a phone call, and that standard calling rates may apply.
• Remind participants to be in a quiet space and NOT use headphones. Background noise can affect what gets captured in the recording.

Instruct participants in the test to:

1. Place your phone/device on speaker.
2. Position your phone/device close to your desktop microphone to make sure the test recording captures the other side of the call.
3. Speak loudly so that the test recording captures your voice.

Pro Tip

Some participants may have strong noise-canceling mics that can filter out the phone call. This may not be common enough to call out explicitly in the test instructions, but if the recording audio seems incomplete, this may be the reason.

Phone calls to AI voice agents

• If the AI is generative (creates responses dynamically):
  • There will be variability across sessions. 
  • A larger sample size can help capture that range of experiences.
• Plan for model drift between sessions. If the AI learns or adapts over time (even within a day):
  • Document when each session occurs.
  • Consider resetting or standardizing the AI state between participants, if possible.
• Give backup guidance for what participants should do if the call drops, the AI routes to a human, or something breaks mid-test.
• Background noise can affect the AI’s behavior and responses.

Calls to human receivers

• Live phone calls with unaware third parties should NOT be recorded during test sessions, as that can raise eavesdropping and consent issues under applicable laws.
• If members of your company or organization will be receiving the calls, then before launching the test:
  • Tell the receiver that testing is taking place.
  • Ask the receiver for permission to record the call.
• If advance coordination is not possible, try the following:
  • Simulate or role-play the conversation.
  • Have the participant walk through the steps they would take without placing the call.
  • Alternatively, screen for participants who have recently made this call in a real context and can describe their experience during the test session.
• Double-check internally for any potential issues. If calls are also being recorded internally or treated as real calls, this could interfere with internal systems or workflows.

Related content