Automated Interactivity Testing Engine for Text Communications
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Solution Overview
Problem
Current contact center testing methods lack an integrated, automated solution for testing text-based communications, requiring human intervention and leading to inefficiencies, errors, and inconsistencies, especially in interactivity and load testing across multiple communication channels.
Innovation Solution
A system and method for automated interactivity testing of text-based customer communications, which bundles configuration parameters into test cases, enables time- and interval-based testing, and compares received messages against expected results, using a test database and interactivity testing engine to send and receive queries across various text-based communication channels, including email, SMS, and messaging.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If automated testing is implemented, then human error is reduced and consistency is improved, but device complexity increases
Solution Approach 1:
The testing system is divided into separate functional modules: a test case management module for storing and retrieving test configurations, a communication simulation module for sending queries across different channels, a response comparison module for validating results, and a reporting module for generating test outcomes. This segmentation allows each module to be developed, tested, and maintained independently, reducing overall system complexity while maintaining automation benefits.
Solution Approach 2:
The testing engine is designed as a universal platform that can test multiple text-based communication channels (email, SMS, messaging apps) through a single integrated system. The same core testing mechanism handles different communication types by retrieving appropriate test cases from the database, eliminating the need for separate testing systems for each channel and reducing operational complexity.
2Adaptability or versatility
If integrated testing of multiple communication channels is implemented, then testing comprehensiveness is improved, but device complexity increases
Solution Approach 1:
The testing engine serves as a universal platform that can test multiple text-based communication channels (email, SMS, messaging apps) through a single integrated system. The same core testing mechanism handles different communication types by retrieving appropriate test cases from the database, eliminating the need for separate testing systems for each channel.
Solution Approach 2:
The system segments testing functionality by separating the universal testing engine from channel-specific test cases stored in the database. This allows comprehensive multi-channel testing while maintaining modular architecture where each channel's test cases are independently stored and retrieved, reducing integration complexity.
3Productivity
If manual testing methods are used, then system complexity is reduced, but productivity decreases and human error increases
Solution Approach 1:
The testing system performs self-service automation where the engine automatically retrieves test cases, sends queries across communication channels, receives responses, compares results against expected outcomes, and generates reports without human intervention. The system manages its own execution flow by querying the test database and processing results internally, dramatically improving productivity while the modular architecture keeps complexity manageable.
Data Source
AI summary
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.