A major telco was looking to improve their customer experience by designing and delivering new omnichannel customer journeys that would make it easier for customers to receive great customer service. To facilitate the development required for these journeys, they were looking to adopt Agile development, and implementing automated testing was a key enabler for Agile. As they rolled out test automation to drive the success of those two initiatives, they uncovered an unexpected benefit of test automation; QA resources now had the time to focus on designing great customer experiences, and not just validating that systems work.
Xchange 2021: Test Automation – Freeing Resources to Focus on Designing Great Experiences
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Cyara is the global leader in AI-powered customer experience assurance, committed to eradicating bad CX. As the only unified platform for continuous testing and monitoring across voice, digital, messaging, and conversational AI channels, Cyara empowers hundreds of the world’s leading brands to optimize more than 350 million customer journeys every year. With enterprises rapidly deploying agentic AI systems that adapt, learn, and make autonomous decisions in real time, Cyara provides the assurance layer that turns pilots into production-ready deployments—testing AI agents with AI agents to catch what scripts can’t. From full journey visibility to AI governance, trust validation, and compliance, Cyara ensures every touchpoint works flawlessly and every AI interaction solves customer problems while delighting them in the process. Cyara helps businesses deliver secure, friction-free, and high-quality CX at scale.
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