Apply Failure Mode and Effects Analysis to prioritize voice-agent controls for payment interactions.
Prioritize controls for a payment voice agent that can mishear payment amount, charge the wrong saved card, or fail to send a receipt. FMEA: severity, occurrence, detection. The common trap is fixing the loudest or most frequent issue first, even if another failure is more severe and harder to detect. Severity Wrong amount = 9/10; wrong card = 8/10; missing receipt = 4/10. Severity captures caller harm and trust damage. Occurrence Wrong amount = 3/10; wrong card = 2/10; missing receipt = 6/10. Frequency matters, but does not dominate the analysis alone. Detection Wrong amount is hard to detect after…
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