Overview

Bots!

A bot is a digital service, powered by business rules and AI. Users can interact with the Bot via chat or a voice interface, like Siri or Alexa.

Infographics
A look at BOTs
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Why bots are hot right now, how they are improving customer engagement and the testing challenges that arise

The Bot market is expected to reach $3.2B by 2021

Why Bots are Hot Right Now

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Intelligently address customer needs

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Reduce customer churn rate

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Enhance overall customer experience

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Increase engagement with the brand

Bots Improve Customer Engagement in Multiple Ways

Available on-demand
Interact with users’ surroundings to gain contextual/ relevant info
Imitate human actions
Compare multiple types of
info/ automatically connects with multiple systems
Serve as a visual extension of an organization

But QA Testing Bots is a Big Challenge

Multiple factors must be considered:

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Intent Validation

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Response Validation

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Integration Validation

5 Important Considerations for a Bot Test Strategy

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1 Focus on Flexibility and interoperability

Use an automation library that resides as part of the application package
and enables tests to be configured without code-level changes.

  • Controlled by a back-end interface
  • Modular and flexible
  • Scale up ability to accommodate future interfaces
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2 Automate, Automate, Automate

Reducing the volume of manual tasks needed saves time and enhances processes
as use case complexity increases.

  • Focus on repetitive tasks
  • Reserve most complex functional or flow testing for manual configuration
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3 Use Quality Data Flows

Creating data flows that mimic interactions is critical to a successful bot and a seamless end-user

  • Use Excel or Mind Map to create test flows
  • Bot automation frameworks read test flows
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4 Mix and Match Approaches

Test different approaches to ensure a positive end-user experience across different user interfaces.

  • Headless test automation can be used successfully for faster testing of bots intended for multiple platforms
  • The “imitating user actions” approach enables testing of the bot’s end-to-end flow
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5 Add Test Layers for Voice Complexity

Voice interface automation requires additional test layers to incorporate pre-recorded speech or a
text-to-speech (TTS) API simulator.

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