Mock-Up Environment for Automation Logic Testing
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
Call center agents face challenges in efficiently handling multiple tasks, leading to errors or prolonged wait times, as they struggle to automate tasks without access to the target applications' installation sites, which is costly and time-consuming.
Innovation Solution
Developing logic to automate tasks by creating a virtual environment with mock-up screen elements that mimic real application behavior, allowing for testing and execution in both mock-up and real modes, thereby avoiding the need for on-site installation and reducing costs.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If agents perform fully manual tasks, then they can complete tasks carefully, but they fail to meet customer needs due to excessive task volume and time constraints
Solution Approach 1:
An automation intermediary system is introduced between the agent and the target application. This system includes a mock-up environment that replicates the application interface, allowing automation logic to be developed and tested without direct access to the real application. The intermediary manages the automation execution, handling tasks automatically while agents focus on complex customer interactions, thus increasing productivity without sacrificing reliability
Solution Approach 2:
The system performs preliminary actions by pre-developing and testing automation logic in a mock-up environment before deploying to the real application. This preliminary development phase allows the automation logic to be refined and validated thoroughly, ensuring high reliability when the automation is later executed in the production environment, while enabling rapid task completion
2Productivity
If agents rush to complete tasks, then they meet customer expectations for speed, but they generate errors
Solution Approach 1:
The automation system performs self-service by automatically executing routine tasks without human intervention. The system monitors the target application, automatically performs data entry and form filling, and handles repetitive operations. This eliminates the trade-off between speed and accuracy, as the automation executes tasks rapidly and precisely without human error, while agents can focus on higher-value customer service activities
3Reliability
If the logic is developed in the real application environment, then testing is accurate, but accessing remote installation sites is costly and time-consuming
Solution Approach 1:
A mock-up environment is created as a copy of the real application interface. This mock-up replicates the visual and functional characteristics of the target application, allowing developers to create and test automation logic locally without accessing the remote installation site. The mock-up accurately mimics the real application's behavior, ensuring testing accuracy while eliminating the time and cost associated with remote access
Solution Approach 2:
The mock-up environment serves multiple functions: it acts as a development environment, a testing ground, and a training platform. By creating a universal mock-up that can be deployed locally, the system eliminates the need for repeated remote access to development and testing, significantly reducing time loss while maintaining reliable and accurate testing capabilities
Data Source
AI summary
A system and method is provided for generating logic to automate target applications. The logic may be programmed in a virtual environment using mock-up screen elements that mimic the behavior of real screen elements in the target applications environments. The programmed logic may be executed in a computer system using the real screen elements in the target applications environments. The operating environment may be switched between the virtual environment in a mock-up mode and the target applications environment in a real mode.