TrueCX

Category: News

  • TrueCX Opens AI Agent Validation Beta: Independent Testing for the AI Handling Your Customer Conversations

    TrueCX Opens AI Agent Validation Beta: Independent Testing for the AI Handling Your Customer Conversations

    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

    Security Certifications: SOC 2 Type 2, ISO 27001:2022, HIPAA

    Media Contact

    Maria Edington

    VP of Marketing, TrueCX

    maria@truecx.com

    https://www.linkedin.com/in/maria-citrowske
  • SaaS Browser: How TrueCX Uses AI to Transform Contact Center Agent Training and Validation

    SaaS Browser: How TrueCX Uses AI to Transform Contact Center Agent Training and Validation

    TrueCX CEO and Founder Lonnie Johnston recently spoke with the SaaS Browser team about his journey to founding TrueCX:

    I’ve spent 20+ years in contact centers: Sprint, nearly a decade at NICE, CRO at Balto. Everywhere, agents learned on live customers because there was no better way to practice. I founded TrueCX in 2024 to give them one.

    In this case study, he highlights how he grew the startup, and what most people get wrong about AI in the contact center:

    Most people think AI is emptying out the contact center, and that training human agents is a shrinking problem. They have it backwards. AI is taking the routine calls, which means the calls that reach a human are now the hardest ones, the angry customer, the complex claim, the situation with real money at stake. The easy stuff that used to let a new agent build confidence is gone. They’re thrown into the deep end on day one. The human job got harder, not smaller, and most companies are still training agents like it’s 2015, with scripts and quizzes, then letting live customers be the practice.

    Read the full case study on the SaaS Browser website here.

  • WizeCamel Rebrands as TrueCX to Launch a New Gold Standard for Measuring Customer Experience

    WizeCamel Rebrands as TrueCX to Launch a New Gold Standard for Measuring Customer Experience

    TrueCX introduces Experience Intelligence, which uses lifelike virtual customers to measure and improve customer interactions across every channel. 

    Fairview, Texas – December 2025 – WizeCamel, the company that first introduced lifelike AI phone simulations for agent training, has officially rebranded as TrueCX. 

    TrueCX was founded in 2024 with the mission of improving the way contact centers prepare their agents for real, high stakes customer interactions. Traditional methods such as mock calls, classroom training, and roleplays can’t accurately recreate the stress, emotion, and unpredictability that agents face on real customer calls. This leads to slower onboarding, costly errors, and higher churn. 

    The company’s foundational solution helped agents master calls faster and reduced supervisor burden by providing realistic, dynamic AI conversations through Intelligent Virtual Customers, or IVCs. IVCs behave like real customers and allow agents to gain confidence in a safe environment so they can reach proficiency faster. 

    This insight—that IVCs are the new gold standard in true-to-life call simulations—set the stage for a wider effort to extend their usefulness across the full customer experience.

    With its transition to TrueCX, the company is now expanding IVC technology across the entire customer experience lifecycle.

    Introducing Experience Intelligence

    TrueCX’s new solution, Experience Intelligence, extends IVC capabilities beyond agent training. It lets companies audit and evaluate real customer experience across every channel. 

    “Our customers saw clear coaching gaps, yet their CSAT scores told them nothing new. That gap pushed us to evolve customer experience measurement beyond traditional surveys. TrueCX gives leaders the truth of the interaction so they actually know where to act.”

    — Lonnie Johnston, TrueCX Founder and CEO

    With TrueCX, every customer interaction is now digital and measurable, so companies can evaluate the real customer experience directly, rather than rely on survey memory and self-selection.

    The company’s Experience Intelligence offering can call your support line, test your chat workflows, submit email inquiries, and evaluate the experience as a real customer would. In turn, companies receive accurate, direct data on core metrics like time to response, resolution rate, empathy, and more. 

    Experience Intelligence can also be directed outwards: TrueCX now has the capability to assess competitor performance on these key metrics, so you can establish a baseline for improvement and ensure your product is truly the best in the market. 

    Why Experience Intelligence Matters

    Most companies rely on mechanisms like CSAT and NPS to assess customer experience. These metrics, while helpful, are incomplete: they give a score without a story, and rarely provide a clear path for improvement. 

    They capture what a customer remembers, not what they actually experience on a call. 

    Even if a company’s tech stack already includes metrics like average handle time and first call resolution, they are often shown in isolation rather than as part of a larger journey. A customer might reach out over email, then move to chat, and finally call into a voice channel. Most tools can’t evaluate this holistic experience from a customer perspective. 

    Experience Intelligence solves this problem. Acting as a real customer, IVCs evaluate your processes from end to end. They map the real steps customers take and expose delays, handoff issues, and broken paths that surveys alone can’t surface.

    This shifts CX from opinion to evidence, which is the core purpose of TrueCX.

    A Unified IVC Platform

    TrueCX now offers three complementary solutions:

    • TrueCX Train prepares agents for real conversations in a true-to-life, risk-free environment
    • TrueCX Measure assesses your real customer experience so you know where to focus your improvements
    • TrueCX Compare shows you how your customer experience compares across the market. 

    All three solutions run on the same IVC engine, so training, measurement, and benchmarking draw from one continuous experience dataset. Together, the solutions give companies a clear view of their customer experience, and the tools they need to improve it—without surveys or stitched-together tools. 

    “Becoming TrueCX is our way of doubling down on how much value AI customers can bring across the entire customer experience. Launching the Experience Intelligence category feels like a natural next step, because it grew directly from what our customers have been asking for: a unified, evidence-based view of customer experience.”

    — Maria Edington, TrueCX VP of Marketing

    Learn More

    Whether you want to improve agent training, understand the reality of your customer experience, or get a better sense of what your competitors are doing, TrueCX can provide you with a tailored, no-pressure demo. 

    Get in touch to learn more about TrueCX’s solutions.

    Schedule a Demo

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