System and method for automated chat testing

Patent metadata

Field	Value
Publication number	US-9544251-B2
Application number	US-201615207483-A
Country	US
Kind code	B2
Filing date	Jul 11, 2016
Priority date	Dec 22, 2009
Publication date	Jan 10, 2017
Grant date	Jan 10, 2017

Abstract

A system for flexible and scalable automated chat-based contact center testing, comprising a test case management platform, “chat cruncher”, contact center manager, chat classifier, and desktop automation engine, and method for using such a system for automated testing of a contact center's chat-based interactions environment and reporting of test results.

First claim

What is claimed is:

1. A system for automated testing of a chat-based interaction environment, comprising:
a text chat cruncher computer comprising a memory, a processor, a network interface, and a plurality of programmable instructions stored in the memory and operable on the processor, the programmable instructions configured to execute text chat test cases;
a contact center manager computer attached to a network and comprising programmable instructions stored and operable thereon to manage contact center interactions; and
a text chat classifier computer attached to the network and comprising programmable instructions stored and operable thereon to analyze live customer text chat requests and to test text chat requests;
wherein the text chat cruncher computer operates a plurality of virtual customers as independent software agents under control of the programmable instructions for executing text chat test cases;
wherein the contact center manager computer operates a plurality of virtual agents to participate in text chat session with the virtual customers;
wherein the text chat classifier computer classifies interactions according to their nature as either live customer text chat interactions or test text chat interactions to enforce boundaries between a running test and an operating contact center environment.

2. The system of claim 1 , further comprising a desktop automation computer comprising programmable instructions stored and operable thereon;
wherein the desktop automation computer operates a real or simulated agent desktop for testing of agent experience and software functionality.

Assignees

• Cyara Solutions Pty Ltd

Inventors

• Kulkarni Alok
• Willshire Geoff

Classifications

• H04L41/14

  Network analysis or design · CPC title

• H04L41/00

  Arrangements for maintenance, administration or management of data switching networks, e.g. of packet switching networks · CPC title

• H04M3/5191

  interacting with the Internet · CPC title

• H04L51/046 Primary

  Interoperability with other network applications or services · CPC title

• H04L43/50

  Testing arrangements · CPC title