Proposed lead: Nikola Mrkšić and Brad Cleveland, challenged by the buyer’s procurement and technical leads.
Why it matters: NIST recommends well-defined contracts and service levels covering ownership, usage rights, quality and security, alongside use-case-based supplier assessment. Those are useful starting points for voice-agent procurement—not a certification scheme. (nvlpubs.nist.gov)
Question to put to the expert:
How should we compare an embedded agent, a configurable platform and a managed service when their delivery responsibilities, recurring charges and exit costs differ?
A strong answer should cover:
| Contract area | Buyer question |
|---|---|
| Acceptance | Which tests must pass before production approval or further payment? |
| Billing | What is charged for failed calls, transfers, tests, corrections and minimum commitments? |
| Changes | Which model, subprocessor and material configuration changes require notice or review? |
| Evidence | Can the buyer access and export the records needed to verify performance? |
| Accountability | Who fixes integration failures and funds agreed remediation? |
| Exit | What happens to numbers, configurations, test suites, data and support during transition? |
Compare build-versus-buy on operating responsibility and total cost, not only platform fees. Establish who can maintain the service if its original implementer leaves.
Evidence to request: Contract schedules, a sample export, transition plan and costed responsibility matrix.
Follow-up: What can we take to another provider without rebuilding—and what specifically cannot be transferred?
Expert quote: [Reserved for an approved interview quotation.]