Ship the call before you ship the feature.
Describe the conversation, test it against callers who will not cooperate, then publish it.
- Agent
Welcome to [Business Name] support. How may I assist you today?
- Caller
I need some information.
- Agent
What specific information are you looking for?
- Caller
Just tell me what you know.
- Agent
I need you to specify the topic or area of information you are interested in so I can assist you accurately.
- Passed — it never guessed.
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What a caller does that a spec doesn’t.
A caller who answers a different question than the one asked
It asks again instead of guessing what they meant.
A caller who changes their mind mid-call
It follows the new request rather than finishing the old one by rote.
A caller who wants something that isn’t built yet
It says so and takes a note instead of inventing an answer.
A caller repeating themselves, convinced it isn’t listening
It reflects what it heard so the caller can confirm it.
A caller who hangs up mid-sentence
The call ends there. Nothing is assumed about why.
Why PMs spec here instead of a doc.
The spec is the product
The brief runs the call, with no handoff or drift from document to build.
Six graded scenarios, every draft
Each draft is tested against callers designed to break it before sign-off.
Every publish is recorded
Each publish leaves a change history for the phone line.
What “fast enough” actually means.
Latency is a spec line. These are the figures this build is held to.
Turn latency: the pause before it replies, measured on four real phone calls. Down from about five seconds.
How long callers wait for the first hello, measured before and after the latency work.
Turn latency: the pause before it replies, measured on four real phone calls. Down from about five seconds.
How long callers wait for the first hello, measured before and after the latency work.
Turn latency measured on four real phone calls, July 2026. The silence figure was measured locally during the same fix, not on the public phone network.
Describe the line you need.