System and method for automated end-to-end web interaction testing

Patent metadata

Field	Value
Publication number	US-11799808-B2
Application number	US-202217574154-A
Country	US
Kind code	B2
Filing date	Jan 12, 2022
Priority date	Dec 22, 2009
Publication date	Oct 24, 2023
Grant date	Oct 24, 2023

Abstract

A system for flexible and scalable automated end-to-end chat-based contact center testing, having a test case management platform, a chat cruncher, a contact center manager, a chat classifier, a desktop automation engine, and headless browser-based virtual agents and customers. The test case management platform allows a user to configure operation of the system. The chat cruncher operates a plurality of virtual customers. The contact center manager operates a plurality of virtual agents to participate in chat session with virtual customers.

First claim

What is claimed is:

1. A system for automated end-to-end interaction testing, comprising:
a system for managing automated testing of a communication environment during operation with a plurality of test interactions, including an interaction server configured to simultaneously manage interactions with both live customers and test cases, comprising at least a memory, a processor, and a plurality of programming instructions stored in the memory and operating on the processor, wherein the processor, upon operating the programming instructions, cause the processor to:
receive a test configuration comprising at least a plurality of stored test cases configured to test a particular aspect of the communication environment;
execute the plurality of test interactions;
classify the plurality of test interactions as corresponding either to a live customer interaction or to a test case, using the interaction server, to ensure boundary enforcement, the boundary enforcement preventing overlap between the test interactions and a plurality of live interactions, the plurality of live interactions associated with the operation of the communication environment;
route live customer interactions to real agents and route test case interactions to virtual agents using the interaction server;
generate a response for a test case interaction received by one of the plurality of virtual agents; and
log a plurality of test results, the test results based on the response.

2. The system of claim 1 , wherein at least a portion of the plurality of stored test cases comprises programmatic instructions for a headless web browser.

3. A method for automated end-to-end interaction testing using a system for managing automated testing of a communication environment during operation with a plurality of test interactions, including an interaction server configured to simultaneously manage interactions with both live customers and test cases using an integration server, comprising the steps of:
receiving a test configuration comprising at least a plurality of stored test cases configured to test a particular aspect of the communication environment;
executing the plurality of test interactions;
classifying, using the interaction server, the plurality of test interactions as corresponding either to a live customer interaction or to a test case to ensure boundary enforcement, the boundary enforcement preventing overlap between the test interactions and a plurality of live interactions, the plurality of live interactions associated with the operation of the communication environment;
routing, using the interaction server, live customer interactions to real agents and routing test case interactions to virtual agents;
generating a response for a test case interaction received by one of the plurality of virtual agents; and
logging a plurality of test results, the test results based on the response.

4. The method of claim 3 , further comprising the step of logging output data from a previous step into a database for future reference.

Assignees

• Cyara Solutions Pty Ltd

Inventors

• Kulkarni Alok
• Willshire Geoff

Classifications

• H04L51/046 Primary

  Interoperability with other network applications or services · CPC title

• H04L41/5093

  wherein the managed service relates to messaging or chat services · CPC title

• H04L43/50

  Testing arrangements · CPC title

• H04L43/55

  Testing of service level quality, e.g. simulating service usage · CPC title

• H04L51/02

  using automatic reactions or user delegation, e.g. automatic replies or chatbot-generated messages · CPC title