Govern Every AI Configuration Change Before It Reaches Production
Customer Experience Lab gives enterprise teams a complete environment to version every change, validate it through simulation, and govern every deployment through a collaborative approval workflow with a permanent audit trail.
16
built-in simulation personas
3
deployment governance tiers
7
AI scorecard categories
Every AI change is a live experiment without a governed deployment process
Enterprise teams make dozens of AI configuration changes every month. Prompt updates, knowledge additions, routing rule edits. Each one goes directly to production with no way to validate its impact before customers experience it.
Changes go live unvalidated
Without pre-deployment simulation, every configuration change is a live experiment. Your customers experience the outcome before your team does.
Regressions go undetected
A knowledge update that fixes one issue can silently break another. Without deterministic regression checks, you find out from customer complaints.
No governance over who deploys what
Who made that change? Who approved it? When did it go live? Without a governed workflow, these questions have no reliable answer and no audit trail.
From the first version snapshot to every rollback
Customer Experience Lab covers the complete AI change lifecycle. Every step, every decision, and every approval is tracked permanently.
0%
Immutable audit trail
Every approval chain recorded permanently
0
Built-in personas ready on day one
Plus unlimited custom personas
Up to 0
Conversations per simulation run
Hard cap enforced per run to protect your plan limit
Zero
Unvalidated deployments
Under Required and Strict governance
100%
Immutable audit trail
Every approval recorded permanently
16
Built-in personas
Plus unlimited custom personas
500
Max conversations per run
Enforced server-side per simulation
Zero
Unvalidated deployments
Under Required or Strict governance
Version. Validate. Approve. Deploy. Audit. Roll Back.
Customer Experience Lab covers every step of the AI change lifecycle, from the first configuration edit to production deployment and beyond.
01
Version
Every agent configuration is saved as an immutable snapshot. Every simulation, approval, and deployment references a specific frozen version. Roll back to any version at any time.
02
Validate
Run simulations across three evaluation layers: deterministic checks, LLM scoring, and full synthetic conversations. See estimated runtime and AI usage before you start.
03
Score
Every simulation produces an AI Scorecard across 7 categories with a version delta view. See exactly what improved and what regressed compared to the version currently in production.
04
Get a Recommendation
The platform synthesizes the scorecard, regression outcomes, and version delta into a plain-language deployment recommendation with reasoning your team can act on immediately.
05
Approve and Deploy
Governance policy gates every deployment through the full approval chain: request, review, approve. Advisory, Required, or Strict. Every decision is permanently recorded.
06
Audit and Roll Back
Deployment history is permanent and immutable. View the full approval chain, simulation results, and configuration version for every deployment. Roll back in one step.
Three evaluation layers. One deployment recommendation.
Quick Validation runs all three layers fast. Full Synthetic runs real model calls at scale with your personas. Every result feeds into a single recommendation with plain language reasoning.
Deterministic Validation
Required phrases, prohibited claims, correct routing, tool execution, escalation triggers, and structured field validation. Fast, rule-based, and perfectly repeatable for every regression check.
LLM Evaluation
A model-as-judge layer scores each conversation across all 7 scorecard categories. Fixed rubric and fixed methodology so every version is directly comparable to the last.
Full Synthetic Conversations
Real model calls against your configuration version, driven by built-in and custom personas. 10 to 500 conversations per run. Resource estimates shown before you start.
Built-in personas ready on day one
First-Time Visitor
Frustrated Customer
Enterprise Buyer
Technical Evaluator
Price-Sensitive Shopper
High-Intent Buyer
Skeptical Prospect
Support-Seeking User
Urgent Escalator
Compliance-Focused Buyer
Churning Customer
Non-Native Speaker
+ 4 more
Learn about personas in the docs
Seven categories. One version delta. Actionable items.
Every simulation produces a scorecard scored 0 to 100. The version delta shows exactly what changed compared to your last production version. Actionable items tell you what to fix.
91
+4Answer Accuracy
88
+1Tone and Professionalism
83
-2Completeness
76
+7Empathy
89
+3Context Retention
85
0Conversation Flow
90
+5Resolution Quality
Deployment Recommendation states
Ready to Deploy
Deploy with Warnings
Requires Review
Do Not Deploy
Generated by synthesizing scorecard results, regression outcomes, and version delta. Includes plain language reasoning.
Your organization sets the deployment rules
Three governance modes. Every approval, every override, and every policy change creates a permanent record: who decided, why, and when.
Recommended, not required
Advisory
Validation is recommended. Teams can deploy at any time. A non-blocking prompt appears when deploying without a passing simulation, reminding your team to validate first.
Validation gates every deployment
Required
A simulation must complete and all regression checks must pass before deployment. Authorized administrators can override a failing check with a mandatory written reason. Every override is permanently logged.
No override path exists
Strict
All blocking checks must pass and a designated approver who is different from the requestor must explicitly approve before any deployment. The four-eyes principle is enforced at the platform level. Governance policy changes are themselves audited.
Deployment Record
ApprovedDeveloper
Requested deployment of Version 14 — pricing FAQ update.
Manager
Reviewed and noted: pricing gap acknowledged, acceptable for this release.
Admin
Approved. Simulation score 91/100. Recommendation: Ready to Deploy.
This record is immutable. The approval chain cannot be edited after deployment completes.
Validate before you deploy. Monitor after you do.
Agent Intelligence answers: how is my AI performing today? Customer Experience Lab answers: should this change reach production? Both share the same data and the same platform.
Connected to Agent Intelligence
Production data from Agent Intelligence feeds directly into CX Lab. Knowledge gaps surface in the Knowledge Coverage page. Production performance trends connect to your simulation baseline.
Production Health Score feeds the simulation baseline
Coverage Gaps surface in Knowledge Coverage
Training Suggestions inform validation scenarios
Deployment history connects to performance trends
Enterprise Governance Built In
Role-based permissions, immutable version history, and a permanent audit trail are built into every layer of CX Lab. Every action that matters is logged.
Role-Based Permissions
Immutable Version History
Full Audit Log
Override Accountability
Approval Workflows
Compliance Reports
CX Lab in the platform context
AI for customers
AI Agents
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AI Operator
Manage your entire operation in plain language. No dashboards required.
Learn moreProduction monitoring
Agent Intelligence
Understand exactly how your AI is performing with every conversation signal.
Learn morePre-deployment governance
Customer Experience Lab
Version, validate, approve, and govern every AI configuration change before production.
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