BOTS TESTING BOTS: From manual to automated testing for conversational AI
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The document discusses the evolution of chatbot testing, from manual to automated methods, emphasizing the significance of well-designed conversational AI. Key points include the increasing reliance on chatbots for customer interactions, the costs associated with failures, and the necessity of comprehensive testing to ensure effective and secure chatbot performance. Additionally, it highlights the importance of a structured test plan and automation in enhancing chatbot functionality and user experience.
BOTS TESTING BOTS: From manual to automated testing for conversational AI
- 1. BOTS TESTING BOTS From manual to automated testing for conversational AI Christoph Börne r CEO @Botium
- 2. ~$ whoami Founder & CEO @Botiu m Organizer #Botshub Vienn a Keynote Speake r Drumme r Stay in contact : git | social media: @grisuBotiu m blog: botium.ai/blo g mail: christoph.boerner@botium.ai
- 3. The playbook ▪ Game changer chatbot s ▪ Failures cost heavil y ▪ What users expec t ▪ What testing can d o ▪ A solid test pla n ▪ Testing adds valu e ▪ Key enabler automatio n ▪ Hands-on test automation
- 4. Game changer chatbots 2020 2021 2022 2024 85% CUSTOMER INTERACTIONS will be handled without a human agent 50 % of ENTERPRISES will spend more on chatbots than mobile apps $8B in COST SAVINGS from the use of chatbot conversations $9.4B will be the overall MARKET SIZE for chatbots in the world
- 5. Failures cost heavily • Fixing costs • Reputation loss • Shitstorm probability • Revenue loss
- 6. What users expect Well-thought conversational design to deliver appropriate answers quickly. Service on all preferred channels and platforms.Social messenger, websites, mobile apps and voice applications. Excellence now and not in 5 seconds. Also on stressful days. State of the art security, data privacy and GDPR compliance. Accurate answers Great UX Fast response Highest security
- 7. What testing can do Well-thought conversational design to deliver appropriate answers quickly. Service on all preferred channels and platforms.Social messenger, websites, mobile apps and voice applications. Excellence now and not in 5 seconds. Also on stressful days. State of the art security, data privacy and GDPR compliance. Accurate answers Great UX Fast response Highest security Conversation flow testing to check if appropriate answers delivered quickly. NLP testing to improve the chatbot understanding. E2E testing to verify the end-user experience. Cross browser, mobile app and device. Voice and IVR testing to understand users on voice channels. Performance testing to ensure your chatbot is responsive under high load. Continuous security testing based on OWASP to keep your chatbot secure and GDPR compliant.
- 8. A solid test plan Conversation FLow Testing Identify flaws in your chatbot dialogs End-to-End Testin g Verify the end-user experience of your chatbot NLP Score Testing Improve your chatbot’s understanding Performance & Security Testing Keep your bot secure and responsive under high load Monitoring Get notified when problems arise Functional Functional Non-Functional Non-Functional Measure Regression Regression, Acceptance Smoke, Regression Smoke, Regression
- 11. Hands-on test automation. Fast & easy.
- 12. Feedback Your feedback is important to us . Don’t forget to rate and review the sessions.