Fairview, Texas. June 22, 2026.
Enterprises are deploying conversational AI faster than they can validate its performance, TrueCX’s Intelligent Virtual Customer technology stress-tests AI agents before real customers feel the pain. A limited beta opens in July 2026.
TrueCX announced a limited beta of its AI Agent Validation solution, an independent way to test the AI voice agents, chatbots, IVRs, and assistants now handling a growing share of customer conversations. Access opens to a limited group of pilots in late July, ahead of general availability later this summer.
Customer experience is no longer mostly human to human. AI agents now field most routine customer interactions, and the remaining conversations that reach a human tend towards the most challenging and emotional edge cases. At the same time, enterprises are rolling out conversational AI faster than they can validate it, and few have an honest read on how any of it actually performs. Containment and deflection rates tell you that AI handled the call, but they do not tell you whether it solved a given problem, stayed compliant, or simply escalated the conversation.
AI Agent Validation closes that gap. It uses Intelligent Virtual Customers (IVCs), the same AI customers that TrueCX already uses to train and certify human agents, to probe a company's AI agents with the unscripted, emotional, edge-case conversations real customers bring. It runs independently of the AI vendor, works with any platform, and requires no backend access, interacting with your AI tools through the same public channels your customers already use.
AI Agent Validation evaluates:
- Resolution quality: Did the AI actually solve the problem, or just close the ticket?
- Policy compliance: Is your AI making commitments it shouldn't?
- Customer effort: Is your AI adding unnecessary friction, loops, or dead ends to customer conversations?
- Handoff: Does escalation to a human actually work when the AI reaches its limit?
"I've spent twenty years inside contact centers, and we still judge performance the way we did over a decade ago: a survey after the call, or a supervisor who catches a handful of calls a week,” said Lonnie Johnston, CEO and Founder of TrueCX. “Now AI is running the conversation, but we're still checking it with those same tools. We don't let carmakers run their own crash tests. The company that built your AI tools shouldn’t be the only one validating it."
"I talk to companies every week that already have AI talking to their customers. When I ask how they know it's working, it gets quiet," said Maria Edington, VP of Marketing at TrueCX. "They're trusting the AI vendor to grade its own homework, and nobody loves admitting that. It's the exact pain point we built AI Agent Validation to fix."
"What I cared most about when we built AI Agent Validation was keeping it independent and unbiased," said Ed Kogan, CTO of TrueCX. "Our Intelligent Virtual Customers reach your AI through the same channels a real customer would, so we're not leaning on a vendor's own logs or a hooking into their stack to tell us how they did. Our AI Agent Validation tools throw the kind of unscripted, off-the-rails conversations at your AI that scripted, vendor-led tests never catch.”
“AI Agent Validation can also test your AI systems continuously, so you can see whether a vendor’s new update or release improved quality or quietly broke something critical.”
Stop Trusting, Start Validating
AI Agent Validation opens to a limited number of beta customers in late July, with general availability to follow later this summer. Companies interested in the beta can request access here.
About TrueCX
TrueCX validates AI agents and trains human agents using Intelligent Virtual Customers, AI that interacts with conversational systems exactly like real customers do. TrueCX gives contact centers an independent way to confirm agent readiness, validate the AI now handling customer conversations, and benchmark performance across the conversational economy. Learn more at truecx.com.
Founded: 2024
Headquarters: Fairview, Texas
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Media Contact
Maria Edington
VP of Marketing, TrueCX
