When your customers connect with an AI agent, they expect quick, reliable, and accurate answers to their questions and queries. Even a minute of lag or one nonsensical answer will frustrate your customers, leave your brand susceptible to potential compliance penalties, or tarnish your reputation for good, reversing all your hard work and investments into AI-driven CX.
Learn how Cyara helps leading global enterprises innovate with confidence using automated chatbot testing solutions.
For example, imagine a customer begins a conversation with your retail brand’s chatbot to ask about the return policy for a shirt they bought. Instead of providing your customer with correct information regarding a 60-day return window, the bot instead generates an inaccurate answer, stating that your business has a 90-day policy. Then, when the customer tries to initiate the return after 70 days based on the information your bot provided, they will be annoyed that they were given an incorrect answer. In the future, this customer is unlikely to return to your brand, feeling they can no longer trust or rely on your services.
Chatbots and AI-powered agents have become an invaluable component of the modern CX strategy, but there are many risks that can hold you back from delivering high-quality, frustration-free interactions. By implementing an automated chatbot testing solution, you can successfully execute a wide range of tests necessary to verify performance, identify issues, and empower your support teams.
Security Testing
In a recent survey for Zendesk, 83% of business leaders stated that data protection and cybersecurity are a top concern when it comes to delivering customer experiences, and with good reason. Many AI agents and chatbots are responsible for handling sensitive customer information, such as payment details, emails, names, social security numbers, addresses, and more.
Your customers need to know their privileged information is in good hands when they choose to interact with your brand, and failing to protect their security can irreparably damage your reputation and harm your bottom line. With security testing for chatbots, you can verify your customer data is protected against potential vulnerabilities.
Performance Chatbot Testing
Your AI agents must provide rapid and trustworthy interactions at all times, or your business can face severe risks. For example, if your healthcare brand’s chatbot fails to answer customer queries within a set standard of time, you may lose a star rating. This can have significant effects on your revenue and long-term success.
An automated performance testing solution for chatbots evaluates your bot’s response time and latency. If there are any CX defects that slow your bot’s performance, your team will be empowered with data-driven, actionable insights necessary to optimize your system and make it possible to deliver the high-quality service your customers expect.
Load Testing
Many industries experience periods of high-traffic conditions, such as during Black Friday for retail brands, open enrollment for healthcare providers and insurance companies, and more. During these periods, it’s essential to ensure your AI agents are ready to handle large numbers of simultaneous customer activity, without compromising performance.
Load testing verifies that your system can handle sudden and prolonged traffic spikes, such as during a product release or the holiday season, without crashing or slowing down. And, in the event your bots encounter issues, you can take corrective action and make the necessary improvements to prepare for real-world customer activity.
Functionality Testing
If your bots can’t understand your customers’ inputs and intent, they simply won’t be able to deliver quality interactions, making it more difficult for your customers to receive the information and help they’re seeking.
Functional testing assesses your bot’s ability to understand and respond to customer queries quickly and accurately. This testing type includes verifying bot responses to a wide range of broad, general queries as well as highly specific prompts to ensure generated responses are relevant, reliable, and helpful.
Regression Testing
Whenever you update or change your system, there is a chance that a defect has been introduced to your infrastructure, which will affect your customers in the live environment. In these cases, your team is often unaware that a new issue exists until after a customer files a complaint, and, by then, it’s already too late.
It’s necessary to execute a regression test whenever you make a change to your system to ensure your bot performance hasn’t been impacted.
Language Testing
Today, businesses are connecting with customers from every corner of the globe, making it essential for your bot to be able to understand and communicate with people who speak a wide range of languages. If your bot can’t understand or generate responses in the languages your customers speak, they’ll find a competitor who will meet their needs.
An automated chatbot testing solution verifies your bot’s ability to communicate in many different languages and dialects, and that its responses include culturally appropriate language and vocabulary.
Compatibility Testing
No two customers will always connect with your brand in the same way, and it’s important to ensure your customers can always connect with your brand, regardless of which web browser or type of device they prefer.
Compatibility testing helps identify issues that may cause problems for customers who are interacting with your AI agent with a specific device type, platform, or operating system. While it’s unlikely you’ll be able to account for every scenario, an automated chatbot testing solution makes critical progress in setting your CX up for success.
User Experience Chatbot Testing
When your customers interact with a chatbot, they expect to receive natural, human-like responses that feel like a conversation with a human agent. However, unexpected defects can cause your bots to respond incorrectly, generate nonsensical responses, or create unoptimized journeys.
With an automated chatbot testing solution, you can regain visibility into the customer perspective and ensure your AI agents are equipped to deliver the high-quality service your customers expect and demand.
Integration Testing
As customer expectations have continued to grow and evolve, many successful, customer-obsessed brands have adopted an omnichannel CX strategy, dedicated to providing seamless, comprehensive experiences, even if customers choose to jump from one communications channel to another.
Integration testing is essential to ensure your chatbot technology is compatible with your other CX systems and technology. Without this test type, you may fail to identify gaps that hinder interaction quality, for example, if a customer chooses to connect with your AI agent after previously using your IVR or sending an email.
Discover Cyara’s Automated Chatbot Testing Solution
As AI-powered CX technology has evolved, so too have the various risks that threaten to impact your customers and put your bottom line in jeopardy. Businesses that fail to stay ahead of the curve and make chatbot testing a priority throughout every stage of the bot development lifecycle will encounter significant failures and drive away key business. And while the number of tests can feel like an impossible task, you aren’t alone. Cyara is here to help.
Cyara Botium is the industry’s only comprehensive conversational AI optimization platform, containing the tools you need to assure CX performance and accelerate AI innovation with confidence. Leading brands realized the maximum value of their investments into AI-powered CX by leveraging Botium’s end-to-end chatbot testing, monitoring, and optimization solutions.
With Botium, you can:
- Mitigate reputational, compliance, financial, and unique LLM-related risks.
- Identify the bot technology that best meets your brand’s unique needs.
- Deliver seamless, frustration-free customer interactions.
- Accelerate bot development with confidence.
Contact us today to schedule a demo and see for yourself why Cyara is the No. 1 for CX testing and monitoring, or visit cyara.com today for more information.
