Govern The Risk Loop
Use Govern, Map, Measure, and Manage to structure post-launch oversight for a voice AI agent.
Governance is a loop, not a gate. Voice agents need ongoing risk controls because the conversation, model, and policy environment keep changing. Govern Name owners, acceptable-use rules, approval paths, and pause authority. Without ownership, every risk becomes a meeting. Map Define the use case, affected callers, benefits, harms, data, and dependencies. Mapping prevents generic AI concerns from replacing the actual call context. Measure Track containment, misunderstanding, escalation, stale-policy mentions, caller sentiment, and human QA findings. Measurement makes drift visible. Manage Decide what to do when thresholds are crossed: tune, restrict, route, notify, or roll back.
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