WebRTC Synthetic Agents for Bidirectional Voice Testing

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Solution Overview

Problem

Existing WebRTC testing solutions are limited in scalability, require significant computing resources, and are primarily unidirectional, lacking comprehensive bi-directional quality testing capabilities for real-time communications between web browsers and contact centers.

Innovation Solution

A system and method utilizing a synthetic software agent with injected API shim code, virtual audio devices, and media servers to perform bi-directional quality testing of WebRTC sessions, controlling and monitoring audio channels for end-to-end testing, especially voice quality, through mechanisms like media stream redirection and device redirection.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Measurement precision

If existing WebRTC testing solutions are used, then audio quality testing can be performed, but the system requires large amounts of computing resources and is limited to unidirectional testing only

Engineering Contradiction:

Improveaudio quality testing capabilityVSAvoidcomputing resources consumption

Core Design Contradiction:

Measurement precisionVSUse of energy by moving object

Solution Approach 1:

The patent uses synthetic agents that replicate customer interactions without requiring actual customers to participate in testing. These synthetic agents simulate real customer behavior patterns, allowing comprehensive bi-directional audio quality testing while significantly reducing the computing resources needed compared to traditional methods that require actual customer participation

Inventive Principle:

Principle #26Copying

Solution Approach 2:

The patent introduces synthetic agents as intermediaries between the testing system and actual customers. These agents act as mediators that can perform comprehensive bi-directional testing on behalf of customers, enabling quality assessment without directly engaging real customers in the testing process, thus reducing resource consumption

Inventive Principle:

Principle #24Intermediary (Mediator)

2Measurement precision

If existing WebRTC testing solutions are used, then audio quality can be evaluated, but the testing is limited to one direction only

Engineering Contradiction:

Improveaudio quality evaluationVSAvoidtesting directionality

Core Design Contradiction:

Measurement precisionVSAdaptability or versatility

Solution Approach 1:

The synthetic agents are designed with multi-functionality to handle both incoming and outgoing audio streams simultaneously. Each synthetic agent can act as both the customer and the agent in different testing scenarios, enabling comprehensive bi-directional quality evaluation within a single unified testing platform

Inventive Principle:

Principle #6Universality (Multi-functionality)

Solution Approach 2:

The patent inverts the traditional testing approach by having synthetic agents actively initiate and control both directions of communication rather than passively receiving one-directional audio streams. This inversion enables the system to evaluate audio quality in both customer-to-agent and agent-to-customer directions using the same synthetic agent infrastructure

Inventive Principle:

Principle #13The other way round (Inversion)

3Adaptability or versatility

If synthetic agents with API shim code are used, then bi-directional testing can be achieved, but the system complexity increases

Engineering Contradiction:

Improvebi-directional testing capabilityVSAvoidsystem architecture complexity

Core Design Contradiction:

Adaptability or versatilityVSDevice complexity

Solution Approach 1:

The patent implements nested architecture where API shim code is embedded within the synthetic agents, which themselves are contained within the larger testing system framework. This nesting allows the complex bi-directional testing functionality to be organized in manageable layers, with each nested component handling specific aspects of audio quality assessment

Inventive Principle:

Principle #7Nested doll (Nesting)

Solution Approach 2:

The patent merges multiple testing functions into unified synthetic agents that can perform both incoming and outgoing audio quality assessment simultaneously. By combining these functions into single multi-functional agents rather than separate testing systems, the overall architectural complexity is reduced despite enabling bi-directional testing capabilities

Inventive Principle:

Principle #5Merging (Combining)

Data Source

PatentUS20250330539A1System and method for testing real-time communications between browsers and contact centers

Publication Date: 2025.10.23 CYARA SOLUTIONS PTY LTD

AI summary

A system and method for bi-directional quality testing of web real-time communications (WebRTC) sessions. In an embodiment, the system and method comprise an operator network, cloud contact center, cloud contact center agent application, and a synthetic software agent comprised of agent automation software, injected API shim code, virtual audio devices, audio processing applications, and media servers, capable of performing automated and to end communication testing. In order to provide end to end testing, especially with respect to voice quality, the synthetic agent software may control and monitor the audio channels (both send and receive) of the browser communication session.