System and method for interactivity testing of text-based customer communications

Patent metadata

Field	Value
Publication number	US-2020036620-A1
Application number	US-201916502814-A
Country	US
Kind code	A1
Filing date	Jul 3, 2019
Priority date	Dec 9, 2016
Publication date	Jan 30, 2020
Grant date	—

Abstract

A system and method for interactivity testing of text-based customer communications which allows for interactivity testing of different forms of text-based communications with a contact center including two-factor authentication testing, multi-modal communication testing, and load testing.

First claim

What is claimed is:

1 . A system for interactivity testing of text-based contact center communications, comprising:
a test database configured to store testing information comprising:
one or more text-based communication queries each comprising text simulating a query from a customer to a contact center; and
one or more test configurations comprising instructions as to which forms of text-based communication are supported at a contact center; and
an interactivity testing engine comprising a plurality of programming instructions stored in the memory of, and operating on a processor of, a computing device, wherein the programming instructions, when operating on the processor, cause the computing device to: retrieve a test configuration and a query from the test database for the contact center; send the query from the test configuration to the contact center in each form of text-based communication supported by the contact center; receive a response from the contact center for each query sent in the same form of text-based communication as the query; compare each query and its response using one or more parameters to determine whether the response was appropriate to the query; and report an outcome of each comparison.

2 . The system of claim 1 , wherein the test database and interactivity testing engine are on separate computing devices, communicating over a network.

3 . The system of claim 1 , wherein the test database and interactivity testing engine are co-located on the same computing device.

4 . The system of claim 1 , wherein the system further comprises a load testing engine comprising a further plurality of programming instructions stored in the memory of, and operating on a processor of, the computing device, wherein the programming instructions, when operating on the processor, cause the computing device to:
receive an input comprising an expected text-based communication load capacity for each form of text-based communication at the contact center; send a quantity of queries text-based from the test configuration to the contact center in each form of text-based communication supported by the contact center; receive responses from the contact center for each query sent in the same form of text-based communication as the query; analyze and determine the performance and speed with which responses are sent from the contact center under large or increasing loads; and report the results of the analysis.

5 . A system for interactivity testing of multi-modal text-based contact center communications, comprising:
a test database configured to store testing information comprising:
one or more text-based communication queries each comprising text simulating a query from a customer to a contact center; and
one or more test configurations comprising instructions as to which forms of text-based communication are supported at a contact center; and
an interactivity testing engine comprising a plurality of programming instructions stored in the memory of, and operating on a processor of, a computing device, wherein the programming instructions, when operating on the processor, cause the computing device to: retrieve a test configuration and a query from the test database for the contact center; send the query from the test configuration to the contact center in each form of text-based communication supported by the contact center; receive a response from the contact center for each query sent in a different form of text-based communication as the query; compare each query and its response using one or more parameters to determine whether the response was appropriate to the query; and report an outcome of each comparison.

6 . The system of claim 5 , wherein the test database and interactivity testing engine are on separate computing devices, communicating over a network.

7 . The system of claim 5 , wherein the test database and interactivity testing engine are co-located on the same computing device.

8 . The system of claim 5 , wherein the system further comprises a load testing engine comprising a further plurality of programming instructions stored in the memory of, and operating on a processor of, the computing device, wherein the programming instructions, when operating on the processor, cause the computing device to :
send large quantities of a query from the test configuration to the contact center in each form of text-based communication supported by the contact center; receive responses from the contact center for each query sent in a different form of text-based communication as the query; analyze and determine the performance and speed with which responses are sent from the contact center under large or increasing loads; and report the results of the analysis.

9 . A system for interactivity testing of two-factor authentication in text-based contact center communications, comprising:
a test database configured to store testing information comprising:
one or more text-based communication queries each comprising text simulating a query from a customer to a contact center; and
one or more test configurations comprising instructions as to which forms of text-based communication are supported at a contact center; and
an interactivity testing engine comprising a plurality of programming instructions stored in the memory of, and operating on a processor of, a computing device, wherein the programming instructions, when operating on the processor, cause the computing device to: retrieve a test configuration and a query from the test database for the contact center; send the query from the test configuration to the contact center in each form of text-based communication supported by the contact center; receive a response from the contact center for each query in a different form of text-based communication from the form of text-based communication of the query, the response comprising an authentication code; extract the authentication code from the response; enter the authentication code in a text-based field at an authentication code prompt on a first web page; determine whether the login was successful by scanning the contents of a second web page that appears after entering the authentication code on the first web page; and report an outcome of the determination of whether the login was successful.

10 . The system of claim 9 , wherein the test database and interactivity testing engine are on separate computing devices, communicating over a network.

11 . The system of claim 9 , wherein the test database and interactivity testing engine are co-located on the same computing device.

12 . The system of claim 9 , wherein the system further comprises a load testing engine comprising a further plurality of programming instructions stored in the memory of, and operating on a processor of, the computing device, wherein the programming instructions, when operating on the processor, cause the computing device to:
send large quantities of a query from the test configuration to the contact center in each form of text-based communication supported by the contact center; receive responses from the contact center for each query in a different form of text-based communication from the form of text-based communication of the query, the response comprising an authentication code; analyze and determine the performance and speed with which authentication code responses are sent from the contact center under large or increasing loads; analyze and determine the performance and speed with which authentication code authentications are validated or rejected under large or increasing loads; report the results of the analyses.

Assignees

• Cyara Solutions Pty Ltd

Inventors

• Willshire Geoff
• Sansom Gavin

Classifications

• G06F11/3688 Primary

  for test execution, e.g. scheduling of test suites · CPC title

• G06F11/3684

  for test design, e.g. generating new test cases · CPC title

• H04L51/04

  Real-time or near real-time messaging, e.g. instant messaging [IM] · CPC title

• G06F11/3692

  for test results analysis · CPC title

• G06F11/3672

  Test management · CPC title