LOUISVILLE, KENTUCKY
ATLANTA, GEORGIA
CHICAGO, ILLINOIS
CINCINNATI, OHIO
DENVER, COLORADO
MADISON, WISCONSIN
RARITAN, NEW JERSEY
TORONTO, ONTARIO
BANGALORE, INDIA
HYDERABAD, INDIA

V-Soft's Corporate Headquarters

101 Bullitt Lane, Suite #205
Louisville, KY 40222

502.425.8425
TOLL FREE: 844.425.8425
FAX: 502.412.5869

Denver, Colorado

6400 South Fiddlers Green Circle Suite #1150
Greenwood Village, CO 80111

TOLL FREE: 844.425.8425

Chicago, Illinois

311 South Wacker Dr. Suite #1710, Chicago, IL 60606

TOLL FREE: 844.425.8425

Madison, Wisconsin

8401 Greenway Boulevard Suite #100
Middleton, WI 53562

TOLL FREE: 844.425.8425

Atlanta, Georgia

1255 Peachtree Parkway Suite #4201
Cumming, GA 30041

TOLL FREE: 844.425.8425

Cincinnati, Ohio

Spectrum Office Tower 11260
Chester Road Suite 350
Cincinnati, OH 45246

Phone: 513.771.0050

Raritan, New Jersey

216 Route 206 Suite 22 Hillsborough Raritan, NJ 08844

Phone: 513.771.0050

Toronto, Canada

1 St. Clair Ave W Suite #902, Toronto, Ontario, M4V 1K6

Phone: 416.663.0900

Hyderabad, India

Incor 9, 3rd Floor, Kavuri Hills
Madhapur, Hyderabad – 500033 India

PHONE: 040-48482789

Bangalore, India

GINSERV, CA Site No 1, HAL
3rd Stage Behind Hotel Leela Palace
Kodihalli, Bangalore - 560008 India

Aspects to Consider for Effective Chatbot Testing

Aspects to Consider for Effective Chatbot Testing

Irrespective of the type of industry and scale of business, chatbots have become an integral part of businesses- be it a text or voice chatbot. This is why chatbot development has become important to resolve issues while delivering tailored user experiences. Though there are various standard development platforms available, there are no standard platforms to conduct chatbot testing.  To conduct chatbot testing successfully, here we discuss various aspects of chatbot testing.

What Exactly is Chatbot Testing?

The chatbot application testing process isn’t the same as conventional application testing. Chatbot development is based on the usability and context of business operations. Also, the chatbot is meant to resolve issues based on user inputs and deliver a realistic human experience. As no two human interactions are the same, a chatbot has to be tested based on how it interacts with many different users.  Though based on the client’s requirements features of a chatbot are varied, but the basic communication flow remains the same and this is one of the key components of the chatbot testing process.

How to Prepare for Chatbot Testing

Before testing a chatbot, it's important to know the answer of each of the questions listed below.

  • Is a chatbot text- based, voice-based or both?
  • What data will the chatbot need access to?
  • Is the chatbot integrated with other messaging platforms?
  • What is the core challenge the chatbot will need to solve?
  • What chatbot architecture was used to build the chatbot?
  • Is the chatbot improving consistently? (Check user feedback in the form of surveys taken after each chatbot interaction)

Key Considerations for Chatbot Testing Process

Purpose of the User Interaction

Any application is built to achieve specific business requirements, and this is called the intent of the application. Testing teams should make sure the application fulfills all of its intents. Similarly, check various chatbot application intents. There are many different intents for one chatbot. So, develop test cases to input various intents and study chatbot responses. For example, you may take many sentences with the same meaning to  make sure the chatbot provides the right answer.

Response to Casual Conversation

Even in professional conversations we often use casual phrases. To make sure chatbots are  friendly in its responses and generates better user experiences, develop test scenarios to check if chatbot responses are dynamic and don’t behave like a customer care IVR (Interactive Voice Response) that gives standard responses. The role of the chatbot should be to provide correct answers as naturally as possible.

Response to Undefined Inputs

This test case is aimed to check how the chatbot responds to unusual user questions in the user interactions. For example, the chatbot may work perfectly for standard questions, but there may be times where unusual questions are asked out of context. This might be a place to program to respond with "I don't have the answer to this question." Or a response that reiterates the purpose of the chatbot.

Navigate Through a Conversation

Check whether the chatbot understands when the user wants to skip some questions or go back to previous answers. Develop such test scenarios to validate if the chatbot grasps user needs in an interaction.

Level of Emotional Quotient

User experience is the key aspect to chatbot success. So, the chatbot should predict the emotional state of the user and respond to the user accordingly. For example, chatbots are often used for customer service. Customers are often reaching out to companies when they are upset or confused. Chatbots should be able to manage the emotions of the customer by responding appropriately. 

Locate Entities to Understand User Intent

When a user converses with a chatbot, it detects the user needs based on keywords, often called entities. These keywords are stored in the knowledge base during chatbot development. Make sure to test all possible conditions using numerous sentences and verify whether it can reply precisely.

Response Time

Validate the speed at which the chatbot answers a user question by making note of the amount of time it takes for the chatbot to respond. Response times should be fairly quick for general questions.

Conclusion

Chatbots adopting various artificial intelligence capabilities, like machine learning, deep learning, artificial neural network concepts and so on. Chatbot are no longer just question and answer type machines, they have evolved to perform various intelligent tasks and are becoming the voice of business processes or system in the business. So, chatbot testing process has to be more agile and testers have to develop innovative ways to test chatbots. 

Chatbot Consultation

 

Topics: Chatbots, QA TCOE, Enterprise Chatbots, Chatbot Testing Process

Get Weekly Updates

Chatbots for the Enterprise - Technical Guide