IVR Test Generation Using In-Country Dialing Pathways
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Solution Overview
Problem
Current IVR testing methods are inefficient, costly, and inaccurate due to manual testing and require extensive programming knowledge for automated systems, while existing automated systems fail to replicate international phone pathways.
Innovation Solution
An automated IVR test generation system using in-country dialing with speech-to-text conversion and in-country telephony systems to replicate customer call pathways, allowing for automated test case generation and accurate testing across different countries.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If manual testing is used, then ease of operation is improved, but productivity deteriorates and measurement precision worsens
Solution Approach 1:
The system enables self-service through automated test case generation where the IVR system itself provides test data by capturing actual user interactions. The automated system generates test cases from real call recordings without requiring manual intervention for each test scenario, allowing the system to test itself and eliminating the need for extensive manual testing while maintaining ease of operation.
Solution Approach 2:
The patent replaces manual mechanical testing processes with automated electronic systems. Instead of human testers manually placing calls and recording results, the system uses automated call routing, speech-to-text conversion, and algorithmic test case generation to perform testing operations, thereby dramatically improving productivity while reducing human error.
2Productivity
If automated testing systems are used, then productivity is improved, but device complexity increases and ease of operation deteriorates
Solution Approach 1:
The system achieves universality by using a single automated platform that handles multiple testing functions: call routing, audio capture, speech-to-text conversion, test case generation, and result analysis. This multi-functional approach consolidates what would otherwise require multiple separate systems and manual processes into one unified tool, improving productivity without proportionally increasing complexity.
Solution Approach 2:
The patent introduces an intermediary layer in the form of an automated testing platform that mediates between the IVR system under test and the testing process. This intermediary handles all the complex operations of call management, data capture, and test case generation, shielding users from the underlying complexity while delivering high productivity through automation.
3Productivity
If existing automated testing systems are used, then productivity is improved, but measurement precision deteriorates due to failure to replicate actual phone pathways
Solution Approach 1:
The system applies local quality by routing test calls through the specific local telephony infrastructure of each country being tested. Instead of using a generic automated system that doesn't account for local variations, the patent configures the testing system to use country-specific dialing codes, telephony providers, and network pathways, ensuring that test results accurately reflect the actual customer experience in each local market.
Solution Approach 2:
The patent performs preliminary action by capturing actual user interactions and call recordings before generating test cases. The system records real calls, transcribes speech, and uses this authentic data as the foundation for generating test cases, ensuring that the tests accurately represent real-world scenarios rather than relying on pre-programmed assumptions about user behavior and pathways.
4Ease of operation
If manual testing is used, then ease of operation is improved, but measurement precision worsens due to human errors in reporting
Solution Approach 1:
The patent replaces manual mechanical reporting processes with automated electronic data capture and analysis. The system automatically records call audio, transcribes speech using speech-to-text engines, extracts test data, and generates reports without human intervention in the measurement and reporting process, thereby eliminating human errors while maintaining ease of operation through automated workflows.
Solution Approach 2:
The system implements feedback by automatically capturing actual user interactions, analyzing them through speech-to-text conversion, and using the results to generate and execute test cases. This closed-loop feedback mechanism ensures that test data is continuously refined based on actual usage patterns, improving measurement precision while keeping the system easy to operate through automated data processing.
Applied Scientific Principles
This section explains which scientific principles are used to turn an abstract innovation direction into a practical engineering solution.
Function Achieved in This Case
Enables nearly 100% test case coverage with reduced costs and improved accuracy by replicating actual customer call experiences, reducing the need for manual testing and programming expertise.
Implementation Method 1
transcribe the spoken audio stream into text using a speech-to-text engine
Data Source
AI summary
A system and method for testing interactive voice response (IVR) systems which combines automated test generation with in-country dialing, allowing for use of country codes within that country, dialing of free phone numbers in that country, and IVR testing using the same phone pathways that will be experienced by the customer during a customer's actual calls.