A system and method for bi-directional quality testing of web real-time communications (WebRTC) sessions. In an embodiment, the system and method comprise an operator network, cloud contact center, cloud contact center agent application, and a synthetic software agent comprised of agent automation software, injected API shim code, virtual audio devices, audio processing applications, and media servers, capable of performing automated and to end communication testing. In order to provide end to end testing, especially with respect to voice quality, the synthetic agent software may control and monitor the audio channels (both send and receive) of the browser communication session.
H04L 65/65 - Protocoles de diffusion en flux de paquets multimédias, p. ex. protocole de transport en temps réel [RTP] ou protocole de commande en temps réel [RTCP]
H04L 67/133 - Protocoles pour les appels de procédure à distance [RPC]
H04L 67/141 - Configuration des sessions d'application
2.
MONITORING AND TESTING OF WEB REAL-TIME COMMUNICATIONS (WEBRTC) SESSIONS
A system and method for monitoring, analyzing, and testing calls between computers of remotely working call center agents and callers in real-time. A real-time testing module implemented as a browser extension or a side-loaded application relays live call information and on-demand or periodic passive-test results to a test and dashboard server for analysis and triage. Additionally, the real-time testing module may actively test calling conditions between the agent's equipment and a distant caller by suspending the agents calls and tasks, intercepting and taking command of the agent's audio equipment, and placing a test call to a testing server. Thus, allowing actual data to be used in troubleshooting issues, rather than simulations or synthetic data. Dashboards with analytics and predictions are made available in both the browser application and an end point server for agents and operations/management personnel respectively.
A system and methods for contact center fault diagnostics, comprising a diagnostic engine and test cases used for testing components and services in a contact center, designed to operate on a contact center with a specified test campaign, allowing a contact center's various services and systems to be tested either internally or externally in an automated fashion with specified testcases being used to specify the format and expectations of a specific test, with reports of failures and points of failure being made available to system administrators.
A system and method for autogenerated synthetic operational customer satisfaction scoring and analysis, that generates synthetic calls for a first configuration of an enterprise's customer service infrastructure components, monitors the synthetic calls for a plurality of events that May represent infrastructure related operational deficiencies that may adversely affect customer satisfaction and sentiment, assigns synthetic operational scores for each event, generates an overall synthetic operational customer satisfaction score for each synthetic call, suggests a second configuration of the enterprise's customer service infrastructure components which is likely to improve the overall score, and which, in some embodiments, uses machine learning to optimize the configurations and suggest improved configurations.
A system and method for automated customer response system mapping and duplication comprising a contact center crawler which connects with an existing automated contact center system, generates navigation data for the automated contact center system by sending queries and receiving responses for each available option of the automated contact center system; a data model generator which creates a map of the navigation data in a structured data format; and a CX model generator which generates programmatic code representing the data model which duplicates the function of the automated customer response system.
H04M 3/493 - Services d'information interactifs, p. ex. renseignements sur l'annuaire téléphonique
G10L 15/22 - Procédures utilisées pendant le processus de reconnaissance de la parole, p. ex. dialogue homme-machine
H04M 3/24 - Dispositions de supervision, de contrôle ou de test avec vérification du fonctionnement normal
H04M 7/12 - Dispositions d'interconnexion entre centres de commutation pour l'exploitation entre centraux comportant différents types d'équipement de commutation, p. ex. à entraînement mécanique et pas à pas ou décimal et non décimal
6.
IVR system testing using internet-enabled telephony devices and in-country dialing
A system and method for testing interactive voice response (IVR) systems which combines automated test generation with in-country dialing, allowing for use of country codes within that country, dialing of free phone numbers in that country, and IVR testing using the same phone pathways that will be experienced by the customer during a customer's actual calls.
A system and method for chatbot and search engine integration comprising traversing a conversational flow of a chatbot, generating a data structure based on the conversational flow, embedding the data structure in a webpage, and directing a search engine to the webpage for the search engine to assign a webpage rank to the data structure. In some embodiments, this integration may allow search engine users to be redirected to a non-public website hosting the chatbot when that chatbot would not otherwise be identified by the search engine.
G10L 15/22 - Procédures utilisées pendant le processus de reconnaissance de la parole, p. ex. dialogue homme-machine
H04M 3/24 - Dispositions de supervision, de contrôle ou de test avec vérification du fonctionnement normal
H04M 7/12 - Dispositions d'interconnexion entre centres de commutation pour l'exploitation entre centraux comportant différents types d'équipement de commutation, p. ex. à entraînement mécanique et pas à pas ou décimal et non décimal
8.
System and method for testing real-time communications between browsers and contact centers
A system and method for bi-directional quality testing of web real-time communications (WebRTC) sessions. In an embodiment, the system and method comprise an operator network, cloud contact center, cloud contact center agent application, and a synthetic software agent comprised of agent automation software, injected API shim code, virtual audio devices, audio processing applications, and media servers, capable of performing automated and to end communication testing. In order to provide end to end testing, especially with respect to voice quality, the synthetic agent software may control and monitor the audio channels (both send and receive) of the browser communication session.
H04L 65/65 - Protocoles de diffusion en flux de paquets multimédias, p. ex. protocole de transport en temps réel [RTP] ou protocole de commande en temps réel [RTCP]
H04L 67/133 - Protocoles pour les appels de procédure à distance [RPC]
H04L 67/141 - Configuration des sessions d'application
H04M 3/51 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur
9.
System and method for contact center fault diagnostics
A system and methods for contact center fault diagnostics, comprising a diagnostic engine and test cases used for testing components and services in a contact center, designed to operate on a contact center with a specified test campaign, allowing a contact center's various services and systems to be tested either internally or externally in an automated fashion with specified testcases being used to specify the format and expectations of a specific test, with reports of failures and points of failure being made available to system administrators.
A system and method for monitoring, analyzing, and testing calls between computers of remotely working call center agents and callers in real-time. A real-time testing module implemented as a browser extension or a side-loaded application relays live call information and on-demand or periodic passive-test results to a test and dashboard server for analysis and triage. Additionally, the real-time testing module may actively test calling conditions between the agent's equipment and a distant caller by suspending the agents calls and tasks, intercepting and taking command of the agent's audio equipment, and placing a test call to a testing server. Thus, allowing actual data to be used in troubleshooting issues, rather than simulations or synthetic data. Dashboards with analytics and predictions are made available in both the browser application and an end point server for agents and operations/management personnel respectively.
A system and method for automated chatbot testing to provide training and quality assurance of conversational artificial intelligence systems, comprising a chatbot testing administrator interface which allows chatbot makers to define what a chatbot is supposed to do, create test scripts to test the performance of the chatbot, and review the results of the chatbot tests, a chatbot testing server which provides and interface between chatbot testing agents and the administrator interface, instantiates chatbot agents and distributes them across available hardware and runs testing programs which activate, configure, and deactivate chatbot testing agents as needed. A plurality of chatbot agents may be running in parallel to provide automated testing based upon test script configuration.
H04M 3/493 - Services d'information interactifs, p. ex. renseignements sur l'annuaire téléphonique
G06F 11/36 - Prévention d'erreurs par analyse, par débogage ou par test de logiciel
G10L 15/22 - Procédures utilisées pendant le processus de reconnaissance de la parole, p. ex. dialogue homme-machine
H04M 3/24 - Dispositions de supervision, de contrôle ou de test avec vérification du fonctionnement normal
H04M 7/12 - Dispositions d'interconnexion entre centres de commutation pour l'exploitation entre centraux comportant différents types d'équipement de commutation, p. ex. à entraînement mécanique et pas à pas ou décimal et non décimal
12.
System and method for autogenerated synthetic operational customer satisfaction scoring and analysis
A system and method for autogenerated synthetic operational customer satisfaction scoring and analysis, that generates synthetic calls for a first configuration of an enterprise's customer service infrastructure components, monitors the synthetic calls for a plurality of events that may represent infrastructure related operational deficiencies that may adversely affect customer satisfaction and sentiment, assigns synthetic operational scores for each event, generates an overall synthetic operational customer satisfaction score for each synthetic call, suggests a second configuration of the enterprise's customer service infrastructure components which is likely to improve the overall score, and which, in some embodiments, uses machine learning to optimize the configurations and suggest improved configurations.
G06Q 30/0201 - Modélisation du marchéAnalyse du marchéCollecte de données du marché
G06Q 30/016 - Fourniture d’une assistance aux clients, p. ex. pour assister un client dans un lieu commercial ou par un service d’assistance après-vente
13.
System and methods for automated customer response system mapping and duplication
A system and method for automated customer response system mapping and duplication comprising a contact center crawler which connects with an existing automated contact center system, generates navigation data for the automated contact center system by sending queries and receiving responses for each available option of the automated contact center system; a data model generator which creates a map of the navigation data in a structured data format; and a CX model generator which generates programmatic code representing the data model which duplicates the function of the automated customer response system.
H04M 3/493 - Services d'information interactifs, p. ex. renseignements sur l'annuaire téléphonique
G10L 15/22 - Procédures utilisées pendant le processus de reconnaissance de la parole, p. ex. dialogue homme-machine
H04M 3/24 - Dispositions de supervision, de contrôle ou de test avec vérification du fonctionnement normal
H04M 7/12 - Dispositions d'interconnexion entre centres de commutation pour l'exploitation entre centraux comportant différents types d'équipement de commutation, p. ex. à entraînement mécanique et pas à pas ou décimal et non décimal
14.
System and method for contact center fault diagnostics
A system and methods for contact center fault diagnostics, comprising a diagnostic engine and test cases used for testing components and services in a contact center, designed to operate on a contact center with a specified test campaign, allowing a contact center's various services and systems to be tested either internally or externally in an automated fashion with specified testcases being used to specify the format and expectations of a specific test, with reports of failures and points of failure being made available to system administrators.
A system and method for operating and testing real-time communications between web browsers and contact centers, comprising an operator network, cloud contact center, cloud contact center agent application, and a synthetic software agent comprised of agent automation software, injected API shim code, virtual audio devices, audio processing applications, and media servers, capable of performing automated and to end communication testing. In order to provide end to end testing, especially with respect to voice quality, the synthetic agent software may control and monitor the audio channels (both send and receive) of the browser communication session.
H04L 65/65 - Protocoles de diffusion en flux de paquets multimédias, p. ex. protocole de transport en temps réel [RTP] ou protocole de commande en temps réel [RTCP]
H04L 67/133 - Protocoles pour les appels de procédure à distance [RPC]
H04L 67/141 - Configuration des sessions d'application
H04M 3/51 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur
16.
System and methods for monitoring and testing real-time communications between web browsers and contact centers
A system and method for monitoring, analyzing, and testing calls between computers of remotely working call center agents and callers in real-time. A real-time testing module implemented as a browser extension or a side-loaded application relays live call information and on-demand or periodic passive-test results to a test and dashboard server for analysis and triage. Additionally, the real-time testing module may actively test calling conditions between the agent's equipment and a distant caller by suspending the agents calls and tasks, intercepting and taking command of the agent's audio equipment, and placing a test call to a testing server. Thus, allowing actual data to be used in troubleshooting issues, rather than simulations or synthetic data. Dashboards with analytics and predictions are made available in both the browser application and an end point server for agents and operations/management personnel respectively.
A system and method for chatbot and search engine integration comprising chatbot crawler engine configured to detect all possible paths through a conversational flow between a chatbot and a user, and also comprising a chatbot search integration manager configured to receive a processed conversation flow from the chatbot crawler engine, parse the conversation flow to identify keywords and features, and build an indexable data structure which can be integrated into search engines in order to expose the information and data contained within the chatbot's knowledge base. This integration may allow search engine users to be redirected to a website hosting the chatbot when an indexed data structure comprises information relevant to a search engine query.
H04M 3/493 - Services d'information interactifs, p. ex. renseignements sur l'annuaire téléphonique
G06F 16/22 - IndexationStructures de données à cet effetStructures de stockage
G10L 15/22 - Procédures utilisées pendant le processus de reconnaissance de la parole, p. ex. dialogue homme-machine
H04M 3/24 - Dispositions de supervision, de contrôle ou de test avec vérification du fonctionnement normal
H04M 7/12 - Dispositions d'interconnexion entre centres de commutation pour l'exploitation entre centraux comportant différents types d'équipement de commutation, p. ex. à entraînement mécanique et pas à pas ou décimal et non décimal
A system and method for operating and testing real-time communications between web browsers and contact centers, comprising an operator network, cloud contact center, cloud contact center agent application, and a synthetic software agent comprised of agent automation software, 5 injected API shim code, virtual audio devices, audio processing applications, and media servers, capable of performing automated and to end communication testing. In order to provide end to end testing, especially with respect to voice quality, the synthetic agent software may control and monitor the audio channels (both send and receive) of the browser communication session.
H04L 67/141 - Configuration des sessions d'application
H04L 65/65 - Protocoles de diffusion en flux de paquets multimédias, p. ex. protocole de transport en temps réel [RTP] ou protocole de commande en temps réel [RTCP]
19.
System and methods for an automated chatbot testing platform
A system and method for automated chatbot testing to provide training and quality assurance of conversational artificial intelligence systems, comprising a chatbot testing administrator interface which allows chatbot makers to define what a chatbot is supposed to do, create test scripts to test the performance of the chatbot, and review the results of the chatbot tests, a chatbot testing server which provides and interface between chatbot testing agents and the administrator interface, instantiates chatbot agents and distributes them across available hardware and runs testing programs which activate, configure, and deactivate chatbot testing agents as needed. A plurality of chatbot agents may be running in parallel to provide automated testing based upon test script configuration.
H04M 3/493 - Services d'information interactifs, p. ex. renseignements sur l'annuaire téléphonique
G06F 11/36 - Prévention d'erreurs par analyse, par débogage ou par test de logiciel
G10L 15/22 - Procédures utilisées pendant le processus de reconnaissance de la parole, p. ex. dialogue homme-machine
H04M 3/24 - Dispositions de supervision, de contrôle ou de test avec vérification du fonctionnement normal
H04M 7/12 - Dispositions d'interconnexion entre centres de commutation pour l'exploitation entre centraux comportant différents types d'équipement de commutation, p. ex. à entraînement mécanique et pas à pas ou décimal et non décimal
20.
System and method for autogenerated synthetic operational customer satisfaction scoring and analysis
A system and method for autogenerated synthetic operational customer satisfaction scoring and analysis, that generates synthetic calls and follows customer interactions across multiple channels as a single journey, which monitors synthetic calls for a plurality of failure events that may represent infrastructure related operational deficiencies that may adversely affect customer satisfaction and sentiment, which assigns a synthetic operational customer satisfaction score for each synthetic call, and which uses machine learning to optimize infrastructure configurations to improve customer satisfaction and sentiment.
G06Q 30/0201 - Modélisation du marchéAnalyse du marchéCollecte de données du marché
G06Q 30/016 - Fourniture d’une assistance aux clients, p. ex. pour assister un client dans un lieu commercial ou par un service d’assistance après-vente
21.
System and method for testing of automated contact center customer response systems
A system and method for testing of automated contact center customer response systems using a customer response testing system and a real time conversation engine, wherein the customer response testing system generates simulated human queries using persona profiles, sends test cases containing those queries to a contact center under test, and receives and analyzes the responses to determine whether the contact center's automated response systems understand the queries and respond appropriately.
H04L 51/02 - Messagerie d'utilisateur à utilisateur dans des réseaux à commutation de paquets, transmise selon des protocoles de stockage et de retransmission ou en temps réel, p. ex. courriel en utilisant des réactions automatiques ou la délégation par l’utilisateur, p. ex. des réponses automatiques ou des messages générés par un agent conversationnel
H04M 7/00 - Dispositions d'interconnexion entre centres de commutation
H04L 43/55 - Test de la qualité du niveau de service, p. ex. simulation de l’utilisation du service
H04L 51/214 - Surveillance ou traitement des messages en utilisant le transfert sélectif
H04L 41/50 - Gestion des services réseau, p. ex. en assurant une bonne réalisation du service conformément aux accords
H04L 67/02 - Protocoles basés sur la technologie du Web, p. ex. protocole de transfert hypertexte [HTTP]
22.
System and method for contact center fault diagnostics
A system and methods for contact center fault diagnostics, comprising a diagnostic engine and test cases used for testing components and services in a contact center, designed to operate on a contact center with a specified test campaign, allowing a contact center's various services and systems to be tested either internally or externally in an automated fashion with specified testcases being used to specify the format and expectations of a specific test, with reports of failures and points of failure being made available to system administrators.
A system and method for automated customer response system mapping and duplication to provide for a common Interactive Voice Response (“IVR”) system import language or structure, comprising a contact center crawler which connects with an existing automated contact center system, may navigate and map that system by recording and selecting each available option or by interfacing with the code that makes up the IVR itself to generate a model, records the response to each selected option, and feeds the options and responses to a tree creator; a CX model generator which organizes the options and responses into a data map such as a tree or more graph-like or map-like structure, where logical conditions or operations such as loops and recursion may be present; and a coding engine that generates programmatic code representing the data model that is imported into another IVR platform for execution.
H04M 3/493 - Services d'information interactifs, p. ex. renseignements sur l'annuaire téléphonique
G10L 15/22 - Procédures utilisées pendant le processus de reconnaissance de la parole, p. ex. dialogue homme-machine
H04M 3/24 - Dispositions de supervision, de contrôle ou de test avec vérification du fonctionnement normal
H04M 7/12 - Dispositions d'interconnexion entre centres de commutation pour l'exploitation entre centraux comportant différents types d'équipement de commutation, p. ex. à entraînement mécanique et pas à pas ou décimal et non décimal
24.
System and methods for an automated chatbot testing platform
A system and method for automated chatbot testing to provide training and quality assurance of conversational artificial intelligence systems, comprising a chatbot testing administrator interface which allows chatbot makers to define what a chatbot is supposed to do, create test scripts to test the performance of the chatbot, and review the results of the chatbot tests, a chatbot testing server which provides and interface between chatbot testing agents and the administrator interface, instantiates chatbot agents and distributes them across available hardware and runs testing programs which activate, configure, and deactivate chatbot testing agents as needed. A plurality of chatbot agents may be running in parallel to provide automated testing based upon test script configuration.
H04M 3/493 - Services d'information interactifs, p. ex. renseignements sur l'annuaire téléphonique
H04M 7/12 - Dispositions d'interconnexion entre centres de commutation pour l'exploitation entre centraux comportant différents types d'équipement de commutation, p. ex. à entraînement mécanique et pas à pas ou décimal et non décimal
H04M 3/24 - Dispositions de supervision, de contrôle ou de test avec vérification du fonctionnement normal
G10L 15/22 - Procédures utilisées pendant le processus de reconnaissance de la parole, p. ex. dialogue homme-machine
G06F 11/36 - Prévention d'erreurs par analyse, par débogage ou par test de logiciel
25.
System and methods for chatbot and search engine integration
A system and method for chatbot and search engine integration comprising chatbot crawler engine configured to detect all possible paths through a conversational flow between a chatbot and a user, and also comprising a chatbot search integration manager configured to receive a processed conversation flow from the chatbot crawler engine, parse the conversation flow to identify keywords and features, and build an indexable data structure which can be integrated into search engines in order to expose the information and data contained within the chatbot's knowledge base. This integration may allow search engine users to be redirected to a website hosting the chatbot when an indexed data structure comprises information relevant to a search engine query.
H04M 3/493 - Services d'information interactifs, p. ex. renseignements sur l'annuaire téléphonique
H04M 7/12 - Dispositions d'interconnexion entre centres de commutation pour l'exploitation entre centraux comportant différents types d'équipement de commutation, p. ex. à entraînement mécanique et pas à pas ou décimal et non décimal
H04M 3/24 - Dispositions de supervision, de contrôle ou de test avec vérification du fonctionnement normal
G10L 15/22 - Procédures utilisées pendant le processus de reconnaissance de la parole, p. ex. dialogue homme-machine
G06F 16/22 - IndexationStructures de données à cet effetStructures de stockage
A system and method for testing of automated contact center customer response systems using a customer response testing system and a real time conversation engine, wherein the customer response testing system generates simulated human queries using persona profiles, sends test cases containing those queries to a contact center under test, and receives and analyzes the responses to determine whether the contact center's automated response systems understand the queries and respond appropriately.
H04L 51/02 - Messagerie d'utilisateur à utilisateur dans des réseaux à commutation de paquets, transmise selon des protocoles de stockage et de retransmission ou en temps réel, p. ex. courriel en utilisant des réactions automatiques ou la délégation par l’utilisateur, p. ex. des réponses automatiques ou des messages générés par un agent conversationnel
H04L 43/55 - Test de la qualité du niveau de service, p. ex. simulation de l’utilisation du service
H04L 51/214 - Surveillance ou traitement des messages en utilisant le transfert sélectif
H04L 41/50 - Gestion des services réseau, p. ex. en assurant une bonne réalisation du service conformément aux accords
H04L 67/02 - Protocoles basés sur la technologie du Web, p. ex. protocole de transfert hypertexte [HTTP]
27.
System and methods for monitoring and testing real-time communications between web browsers and contact centers
A system and method for monitoring, analyzing, and testing calls between computers of remotely working call center agents and callers in real-time. A real-time testing module implemented as a browser extension or a side-loaded application relays live call information and on-demand or periodic passive-test results to a test and dashboard server for analysis and triage. Additionally, the real-time testing module may actively test calling conditions between the agent's equipment and a distant caller by suspending the agents calls and tasks, intercepting and taking command of the agent's audio equipment, and placing a test call to a testing server. Thus, allowing actual data to be used in troubleshooting issues, rather than simulations or synthetic data. Dashboards with analytics and predictions are made available in both the browser application and an end point server for agents and operations/management personnel respectively.
A system and methods for adaptive bi-direction audio wiring, in which a circuit may be attached via a headset port using RJ9 pin configurations in a phone handset, and dynamically test many different phone handset configurations for optimal audio pathing and processing for speaker and microphone audio generation with minimal noise, static, or power fluctuation.
G01R 31/319 - Matériel de test, c.-à-d. circuits de traitement de signaux de sortie
H02M 3/335 - Transformation d'une puissance d'entrée en courant continu en une puissance de sortie en courant continu avec transformation intermédiaire en courant alternatif par convertisseurs statiques utilisant des tubes à décharge avec électrode de commande ou des dispositifs à semi-conducteurs avec électrodes de commande pour produire le courant alternatif intermédiaire utilisant des dispositifs du type triode ou transistor exigeant l'application continue d'un signal de commande utilisant uniquement des dispositifs à semi-conducteurs
A system for flexible and scalable automated end-to-end chat-based contact center testing, having a test case management platform, a chat cruncher, a contact center manager, a chat classifier, a desktop automation engine, and headless browser-based virtual agents and customers. The test case management platform allows a user to configure operation of the system. The chat cruncher operates a plurality of virtual customers. The contact center manager operates a plurality of virtual agents to participate in chat session with virtual customers.
H04L 51/02 - Messagerie d'utilisateur à utilisateur dans des réseaux à commutation de paquets, transmise selon des protocoles de stockage et de retransmission ou en temps réel, p. ex. courriel en utilisant des réactions automatiques ou la délégation par l’utilisateur, p. ex. des réponses automatiques ou des messages générés par un agent conversationnel
H04M 7/00 - Dispositions d'interconnexion entre centres de commutation
H04L 41/50 - Gestion des services réseau, p. ex. en assurant une bonne réalisation du service conformément aux accords
A system for synthesizing real IVR scenarios, automatically reproducing test scenarios, and providing accurate reports on those scenarios. An IVR tester uses a telephony device (website, mobile app, VOIP, etc.) and an automated IVR test case generator to place test calls to an IVR system. The automated IVR test case generator intercepts and collects the phone call's audio stream, dual-tone multi-frequency signals, and available metadata (e.g., response times, post-speech silence timeout, etc.). Once the call is complete, the automated IVR test case generator pre-populates a webpage or other user-interface technology and a database with the audio stream, dual-tone multi-frequency signals, and available metadata from the test scenario phone call. The IVR tester may then save that test scenario and continue to the next scenario. The saved scenario may now be used automatically by the IVR test case generator for regression testing or duplicated and edited for use in other systems.
A mobile dashboard for automated contact center testing gives up-to-the-minute status reports on your customer experience, enabling you to make operational decisions and drill down to the source of an issue while on the go. A mobile-optimized executive dashboard display can be customized for each unique user, so business and technical stakeholders can filter the display for the customer experience (CX) metrics that are most relevant to them, and configure push notification alerts accordingly.
H04M 7/00 - Dispositions d'interconnexion entre centres de commutation
H04L 51/046 - Interopérabilité avec d'autres applications ou services réseau
H04L 51/02 - Messagerie d'utilisateur à utilisateur dans des réseaux à commutation de paquets, transmise selon des protocoles de stockage et de retransmission ou en temps réel, p. ex. courriel en utilisant des réactions automatiques ou la délégation par l’utilisateur, p. ex. des réponses automatiques ou des messages générés par un agent conversationnel
H04L 43/55 - Test de la qualité du niveau de service, p. ex. simulation de l’utilisation du service
H04L 51/214 - Surveillance ou traitement des messages en utilisant le transfert sélectif
H04L 41/50 - Gestion des services réseau, p. ex. en assurant une bonne réalisation du service conformément aux accords
H04L 41/00 - Dispositions pour la maintenance, l’administration ou la gestion des réseaux de commutation de données, p. ex. des réseaux de commutation de paquets
A system and method for operating and testing real-time communications between web browsers and contact centers, comprising an operator network, cloud contact center, cloud contact center agent application, and a synthetic software agent comprised of agent automation software, injected API shim code, virtual audio devices, audio processing applications, and media servers, capable of performing automated and to end communication testing. In order to provide end to end testing, especially with respect to voice quality, the synthetic agent software may control and monitor the audio channels (both send and receive) of the browser communication session.
A system and method for interactivity testing of text-based customer communications which allows for interactivity testing of different forms of text-based communications with a contact center including two-factor authentication testing, multi-modal communication testing, and load testing.
H04L 51/04 - Messagerie en temps réel ou quasi en temps réel, p. ex. messagerie instantanée [IM]
H04L 41/22 - Dispositions pour la maintenance, l’administration ou la gestion des réseaux de commutation de données, p. ex. des réseaux de commutation de paquets comprenant des interfaces utilisateur graphiques spécialement adaptées [GUI]
G06F 11/36 - Prévention d'erreurs par analyse, par débogage ou par test de logiciel
A system and method for automated multi-channel customer journey testing, that links communication channels and follows a customer interaction across multiple channels as a single journey, incorporating data and interaction content from each channel utilized to maintain a “big picture” view of a customer's journey across these channels during an interaction. The invention also provides flexible success indicators to accommodate virtual assistant and chat bot programs, by accommodating variances in expected test results such as to handle natural language variance, time of day, context, and other factors that may cause variances in interaction content.
G06F 16/00 - Recherche d’informationsStructures de bases de données à cet effetStructures de systèmes de fichiers à cet effet
G06Q 10/0639 - Analyse des performances des employésAnalyse des performances des opérations d’une entreprise ou d’une organisation
H04L 51/02 - Messagerie d'utilisateur à utilisateur dans des réseaux à commutation de paquets, transmise selon des protocoles de stockage et de retransmission ou en temps réel, p. ex. courriel en utilisant des réactions automatiques ou la délégation par l’utilisateur, p. ex. des réponses automatiques ou des messages générés par un agent conversationnel
G06Q 30/016 - Fourniture d’une assistance aux clients, p. ex. pour assister un client dans un lieu commercial ou par un service d’assistance après-vente
H04L 51/23 - Contrôles de fiabilité, p. ex. acquittements ou signalement de fautes
G06F 16/17 - Détails d’autres fonctions de systèmes de fichiers
G06F 16/683 - Recherche de données caractérisée par l’utilisation de métadonnées, p. ex. de métadonnées ne provenant pas du contenu ou de métadonnées générées manuellement utilisant des métadonnées provenant automatiquement du contenu
A system and method for operating and testing real-time communications between web browsers and contact centers, comprising an operator network, cloud contact center, cloud contact center agent application, and a synthetic software agent comprised of agent automation software, injected API shim code, virtual audio devices, audio processing applications, and media servers, capable of performing automated and to end communication testing. In order to provide end to end testing, especially with respect to voice quality, the synthetic agent software may control and monitor the audio channels (both send and receive) of the browser communication session.
A system and methods for contact center fault diagnostics, comprising a diagnostic engine and datastore of test cases used for testing components and services in a contact center, designed to operate on a contact center with a specified test campaign, allowing a contact center's various services and systems to be tested either internally or externally in an automated fashion with specified testcases being used to specify the format and expectations of a specific test, with reports of failures and points of failure being made available to system administrators.
A system and method for automated customer response system mapping and duplication to provide for a common Interactive Voice Response (“IVR”) system import language or structure, comprising a contact center crawler which connects with an existing automated contact center system, may navigate and map that system by recording and selecting each available option or by interfacing with the code that makes up the IVR itself to generate a model, records the response to each selected option, and feeds the options and responses to a tree creator; a CX model generator which organizes the options and responses into a data map such as a tree or more graph-like or map-like structure, where logical conditions or operations such as loops and recursion may be present; and a coding engine that generates programmatic code representing the data model that is imported into another IVR platform for execution.
H04M 3/493 - Services d'information interactifs, p. ex. renseignements sur l'annuaire téléphonique
G10L 15/22 - Procédures utilisées pendant le processus de reconnaissance de la parole, p. ex. dialogue homme-machine
H04M 3/24 - Dispositions de supervision, de contrôle ou de test avec vérification du fonctionnement normal
H04M 7/12 - Dispositions d'interconnexion entre centres de commutation pour l'exploitation entre centraux comportant différents types d'équipement de commutation, p. ex. à entraînement mécanique et pas à pas ou décimal et non décimal
38.
System and method for integrated CX-AX contact center testing
A system comprising a call center, contact system test engine, plurality of networks, at least one remote server, at least one remote database, which allows users to automate call center testing and combine synchronized results for agent-customer calls (AX-CX test synchronization). The system is further accomplished with methods, using different techniques for synchronizing the testing for both customer and agent results, and producing these test results in a mobile dashboard and web-accessible dashboard.
G06Q 10/06 - Ressources, gestion de tâches, des ressources humaines ou de projetsPlanification d’entreprise ou d’organisationModélisation d’entreprise ou d’organisation
G06F 11/34 - Enregistrement ou évaluation statistique de l'activité du calculateur, p. ex. des interruptions ou des opérations d'entrée–sortie
H04M 3/42 - Systèmes fournissant des fonctions ou des services particuliers aux abonnés
H04M 7/12 - Dispositions d'interconnexion entre centres de commutation pour l'exploitation entre centraux comportant différents types d'équipement de commutation, p. ex. à entraînement mécanique et pas à pas ou décimal et non décimal
39.
System and method for automated end-to-end web interaction testing
A system for flexible and scalable automated end-to-end chat-based contact center testing, having a test case management platform, a chat cruncher, a contact center manager, a chat classifier, a desktop automation engine, and headless browser-based virtual agents and customers. The test case management platform allows a user to configure operation of the system. The chat cruncher operates a plurality of virtual customers. The contact center manager operates a plurality of virtual agents to participate in chat session with virtual customers.
H04L 51/02 - Messagerie d'utilisateur à utilisateur dans des réseaux à commutation de paquets, transmise selon des protocoles de stockage et de retransmission ou en temps réel, p. ex. courriel en utilisant des réactions automatiques ou la délégation par l’utilisateur, p. ex. des réponses automatiques ou des messages générés par un agent conversationnel
H04M 7/00 - Dispositions d'interconnexion entre centres de commutation
H04L 43/55 - Test de la qualité du niveau de service, p. ex. simulation de l’utilisation du service
H04L 41/50 - Gestion des services réseau, p. ex. en assurant une bonne réalisation du service conformément aux accords
H04L 51/00 - Messagerie d'utilisateur à utilisateur dans des réseaux à commutation de paquets, transmise selon des protocoles de stockage et de retransmission ou en temps réel, p. ex. courriel
H04L 51/04 - Messagerie en temps réel ou quasi en temps réel, p. ex. messagerie instantanée [IM]
40.
Mobile dashboard for automated contact center testing
A mobile dashboard for automated contact center testing gives up-to-the-minute status reports on your customer experience, enabling you to make operational decisions and drill down to the source of an issue while on the go. A mobile-optimized executive dashboard display can be customized for each unique user, so business and technical stakeholders can filter the display for the customer experience (CX) metrics that are most relevant to them, and configure push notification alerts accordingly.
A system and method for testing of automated contact center customer response systems using a customer response testing system and a real time conversation engine, wherein the customer response testing system generates simulated human queries using persona profiles, sends test cases containing those queries to a contact center under test, and receives and analyzes the responses to determine whether the contact center's automated response systems understand the queries and respond appropriately.
H04L 51/046 - Interopérabilité avec d'autres applications ou services réseau
H04L 51/02 - Messagerie d'utilisateur à utilisateur dans des réseaux à commutation de paquets, transmise selon des protocoles de stockage et de retransmission ou en temps réel, p. ex. courriel en utilisant des réactions automatiques ou la délégation par l’utilisateur, p. ex. des réponses automatiques ou des messages générés par un agent conversationnel
H04L 51/00 - Messagerie d'utilisateur à utilisateur dans des réseaux à commutation de paquets, transmise selon des protocoles de stockage et de retransmission ou en temps réel, p. ex. courriel
H04L 43/55 - Test de la qualité du niveau de service, p. ex. simulation de l’utilisation du service
H04L 29/08 - Procédure de commande de la transmission, p.ex. procédure de commande du niveau de la liaison
H04L 67/02 - Protocoles basés sur la technologie du Web, p. ex. protocole de transfert hypertexte [HTTP]
H04L 41/50 - Gestion des services réseau, p. ex. en assurant une bonne réalisation du service conformément aux accords
42.
Automated contact center customer mobile device client infrastructure testing
An automated contact center agent mobile device client infrastructure testing system comprising a mobile device command repository is disclosed. The system also has a mobile device control module that retrieves mobile device commands from the repository, receives instructions, data, and parameters for contact center device testing, runs predesignated contact center device test suites on at least one mobile device, receives contact center device test suite result data from mobile devices, and forwards the contact center device test suite result data received from mobile devices to a contact center device test manager system.
A system and methods for adaptive bi-direction audio wiring, in which a circuit may be attached via a headset port using RJ9 pin configurations in a phone handset, and dynamically test many different phone handset configurations for optimal audio pathing and processing for speaker and microphone audio generation with minimal noise, static, or power fluctuation.
G01R 31/319 - Matériel de test, c.-à-d. circuits de traitement de signaux de sortie
H02M 3/335 - Transformation d'une puissance d'entrée en courant continu en une puissance de sortie en courant continu avec transformation intermédiaire en courant alternatif par convertisseurs statiques utilisant des tubes à décharge avec électrode de commande ou des dispositifs à semi-conducteurs avec électrodes de commande pour produire le courant alternatif intermédiaire utilisant des dispositifs du type triode ou transistor exigeant l'application continue d'un signal de commande utilisant uniquement des dispositifs à semi-conducteurs
A system and method for interactivity testing of text-based customer communications which allows for interactivity testing of different forms of text-based communications with a contact center including two-factor authentication testing, multi-modal communication testing, and load testing.
G06F 15/16 - Associations de plusieurs calculateurs numériques comportant chacun au moins une unité arithmétique, une unité programme et un registre, p. ex. pour le traitement simultané de plusieurs programmes
H04L 12/26 - Dispositions de surveillance; Dispositions de test
A system for automated contact center agent thick client workstation testing. The invention uses a workstation test execution manager. The workstation test execution manager acts as the interface between the client interaction software systems testing system and analyst controlled test device, executes an extensive set of robust test directive commands with underlying routines to be used to specify test conditions without the use of programming ability on the part of the analyst, uses a robust set of report item and format choice designators to allow easy selection of a range of report content and styles.
A system comprising a call center, contact system test engine, plurality of networks, at least one remote server, at least one remote database, which allows users to automate call center testing and combine synchronized results for agent-customer calls (AX-CX test synchronization). The system is further accomplished with methods, using different techniques for synchronizing the testing for both customer and agent results, and producing these test results in a mobile dashboard and web-accessible dashboard.
G06Q 10/06 - Ressources, gestion de tâches, des ressources humaines ou de projetsPlanification d’entreprise ou d’organisationModélisation d’entreprise ou d’organisation
G06F 11/34 - Enregistrement ou évaluation statistique de l'activité du calculateur, p. ex. des interruptions ou des opérations d'entrée–sortie
H04M 3/42 - Systèmes fournissant des fonctions ou des services particuliers aux abonnés
H04M 7/12 - Dispositions d'interconnexion entre centres de commutation pour l'exploitation entre centraux comportant différents types d'équipement de commutation, p. ex. à entraînement mécanique et pas à pas ou décimal et non décimal
47.
System and method for automated thin client contact center agent desktop testing
A system for centralized testing of web-based agent desktops has been devised. The invention uses a test control portal. The test control portal acts as the interface between the client interaction software systems testing system and analyst controlled test device, executes an extensive set of robust test directive commands with underlying routines to be used to specify test conditions without the use of programming ability on the part of the analyst, uses a robust set of report item and format choice designators to allow easy selection of a range of report content and styles.
A system and method for automated multi-channel customer journey testing, that links communication channels and follows a customer interaction across multiple channels as a single journey, incorporating data and interaction content from each channel utilized to maintain a “big picture” view of a customer's journey across these channels during an interaction. The invention also provides flexible success indicators to accommodate virtual assistant and chat bot programs, by accommodating variances in expected test results such as to handle natural language variance, time of day, context, and other factors that may cause variances in interaction content.
G06Q 10/06 - Ressources, gestion de tâches, des ressources humaines ou de projetsPlanification d’entreprise ou d’organisationModélisation d’entreprise ou d’organisation
A system comprising a call center, contact system test engine, plurality of networks, at least one remote server, at least one remote database, which allows users to automate call center testing and combine synchronized results for agent-customer calls (AX-CX test synchronization). The system is further accomplished with methods, using different techniques for synchronizing the testing for both customer and agent results, and producing these test results in a mobile dashboard and web-accessible dashboard.
G06Q 10/06 - Ressources, gestion de tâches, des ressources humaines ou de projetsPlanification d’entreprise ou d’organisationModélisation d’entreprise ou d’organisation
G06F 11/34 - Enregistrement ou évaluation statistique de l'activité du calculateur, p. ex. des interruptions ou des opérations d'entrée–sortie
H04M 3/42 - Systèmes fournissant des fonctions ou des services particuliers aux abonnés
H04M 7/12 - Dispositions d'interconnexion entre centres de commutation pour l'exploitation entre centraux comportant différents types d'équipement de commutation, p. ex. à entraînement mécanique et pas à pas ou décimal et non décimal
A system and method for automated multi-channel customer journey testing, that links communication channels and follows a customer interaction across multiple channels as a single journey, incorporating data and interaction content from each channel utilized to maintain a “big picture” view of a customer's journey across these channels during an interaction. The invention also provides flexible success indicators to accommodate virtual assistant and chat bot programs, by accommodating variances in expected test results such as to handle natural language variance, time of day, context, and other factors that may cause variances in interaction content.
G06Q 10/06 - Ressources, gestion de tâches, des ressources humaines ou de projetsPlanification d’entreprise ou d’organisationModélisation d’entreprise ou d’organisation
A system for bi-directional quality testing of a telephony system or network using an audio generation device configured to automate Perceptual Evaluation of Speech Quality assessments and connect to a communication endpoint through computer telephony integration (CTI) instruction or system configuration to enable auto-answering of the communication endpoint, listen, record, and process signals and audio data, calculate Mean Opinion Scores (MOS), generate signals and audio for playback, compare files using a full reference algorithm, and store data with MOS results displayed in data naming structure.
An automated contact center agent mobile device client infrastructure testing system comprising a mobile device command repository is disclosed. The system also has a mobile device control module that retrieves mobile device commands from the repository, receives instructions, data, and parameters for contact center device testing, runs predesignated contact center device test suites on at least one mobile device, receives contact center device test suite result data from mobile devices, and forwards the contact center device test suite result data received from mobile devices to a contact center device test manager system.
A mobile dashboard for automated contact center testing gives up-to-the-minute status reports on your customer experience, enabling you to make operational decisions and drill down to the source of an issue while on the go. A mobile-optimized executive dashboard display can be customized for each unique user, so business and technical stakeholders can filter the display for the customer experience (CX) metrics that are most relevant to them, and configure push notification alerts accordingly.
A system for automated contact center agent thick client workstation testing. The invention uses a workstation test execution manager. The workstation test execution manager acts as the interface between the client interaction software systems testing system and analyst controlled test device, executes an extensive set of robust test directive commands with underlying routines to be used to specify test conditions without the use of programming ability on the part of the analyst, uses a robust set of report item and format choice designators to allow easy selection of a range of report content and styles.
A system and methods for reliable call recording testing and proprietary customer information retrieval, wherein recording may be both active and passive in nature, recording call audio from the moment a call begins such as to include dial tones, IVR interactions, and other non-conversation call contents that may generally be omitted in traditional recordings. These recordings may then be compared to similar recordings collected by traditional systems to “align” the recordings, identifying portions of the call that may have been omitted from one recording by using audio fingerprinting to match recordings up for improved analysis.
H04M 3/42 - Systèmes fournissant des fonctions ou des services particuliers aux abonnés
G06F 16/683 - Recherche de données caractérisée par l’utilisation de métadonnées, p. ex. de métadonnées ne provenant pas du contenu ou de métadonnées générées manuellement utilisant des métadonnées provenant automatiquement du contenu
H04M 3/32 - Test de service automatique pour les lignes entre centraux
H04M 3/51 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur
G10L 25/18 - Techniques d'analyse de la parole ou de la voix qui ne se limitent pas à un seul des groupes caractérisées par le type de paramètres extraits les paramètres extraits étant l’information spectrale de chaque sous-bande
G10L 25/51 - Techniques d'analyse de la parole ou de la voix qui ne se limitent pas à un seul des groupes spécialement adaptées pour un usage particulier pour comparaison ou différentiation
G10L 13/04 - Détails des systèmes de synthèse de la parole, p. ex. structure du synthétiseur ou gestion de la mémoire
56.
System and method for automated thin client contact center agent desktop testing
A system for centralized testing of web-based agent desktops has been devised. The invention uses a test control portal. The test control portal acts as the interface between the client interaction software systems testing system and analyst controlled test device, executes an extensive set of robust test directive commands with underlying routines to be used to specify test conditions without the use of programming ability on the part of the analyst, uses a robust set of report item and format choice designators to allow easy selection of a range of report content and styles.
A system for bi-directional quality testing of a telephony system or network using an audio generation device configured to automate Perceptual Evaluation of Speech Quality assessments and connect to a communication endpoint through computer telephony integration (CTI) instruction or system configuration to enable auto-answering of the communication endpoint, listen, record, and process signals and audio data, calculate Mean Opinion Scores (MOS), generate signals and audio for playback, compare files using a full reference algorithm, and store data with MOS results displayed in data naming structure.
A system for automated adaptation and improvement of speaker authentication in a voice biometric system environment, comprising a speech sample collector, a target selector, a voice analyzer, a voice data modifier, and a call flow creator. The speech sample collector retrieves speech samples from a database of enrolled participants in a speaker authentication system. The target selector selects target users that will be used to test the speaker authentication system. The voice analyzer extracts a speech component data set from each of the speech samples. The call flow creator creates a plurality of call flows for testing the speaker authentication system, each call flow being either an impostor call flow or a legitimate call flow. The call flows created by the call flow creator are used to test the speaker authentication system.
G10L 17/02 - Opérations de prétraitement, p. ex. sélection de segmentReprésentation ou modélisation de motifs, p. ex. fondée sur l’analyse linéaire discriminante [LDA] ou les composantes principalesSélection ou extraction des caractéristiques
A system for flexible and scalable automated chat-based contact center testing, comprising a test case management platform, “chat cruncher”, contact center manager, chat classifier, and desktop automation engine, and method for using such a system for automated testing of a contact center's chat-based interactions environment and reporting of test results.
A system for automated audio quality testing, comprising a plurality of endpoint emulators, call engines, and optionally audio generator devices and head and torso simulator devices, and a method for using such a system for testing of audio quality over a variety of system architectures for optimization of contact center operations and improvement of customer experience.
H04M 3/32 - Test de service automatique pour les lignes entre centraux
H04M 3/22 - Dispositions de supervision, de contrôle ou de test
H04M 3/51 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur
G10L 25/60 - Techniques d'analyse de la parole ou de la voix qui ne se limitent pas à un seul des groupes spécialement adaptées pour un usage particulier pour comparaison ou différentiation pour mesurer la qualité des signaux de voix
H04R 5/027 - Dispositions spatiales ou structurelles des microphones, p. ex. dispositifs simulant la tête humaine
A system for interactive voice response system crawling, comprising an IVR crawler that may be VXML, design specification, DTMF or ASR/NLSR speech-based in nature and traverses an IVR menu to discover possible interaction paths and produces test cases based on those paths, and a database that stores test cases produced by the IVR crawler during operation, and a method for using an IVR crawler to perform a system migration.
H04M 3/493 - Services d'information interactifs, p. ex. renseignements sur l'annuaire téléphonique
H04M 7/12 - Dispositions d'interconnexion entre centres de commutation pour l'exploitation entre centraux comportant différents types d'équipement de commutation, p. ex. à entraînement mécanique et pas à pas ou décimal et non décimal
H04M 3/24 - Dispositions de supervision, de contrôle ou de test avec vérification du fonctionnement normal
G10L 15/22 - Procédures utilisées pendant le processus de reconnaissance de la parole, p. ex. dialogue homme-machine
62.
System and method for automated end-to-end web interaction testing
A system for flexible and scalable automated end-to-end chat-based contact center testing, having a test case management platform, a chat cruncher, a contact center manager, a chat classifier, a desktop automation engine, and headless browser-based virtual agents and customers. The test case management platform allows a user to configure operation of the system. The chat cruncher operates a plurality of virtual customers. The contact center manager operates a plurality of virtual agents to participate in chat session with virtual customers.
G06F 15/16 - Associations de plusieurs calculateurs numériques comportant chacun au moins une unité arithmétique, une unité programme et un registre, p. ex. pour le traitement simultané de plusieurs programmes
A system for interactive voice response system crawling, comprising an IVR crawler that may be VXML, design specification, DTMF or ASR/NLSR speech-based in nature and traverses an IVR menu to discover possible interaction paths and produces test cases based on those paths, and a database that stores test cases produced by the IVR crawler during operation, and a method for interactive voice response system crawling utilizing the IVR crawler of the invention.
H04M 1/64 - Dispositions automatiques pour répondre aux appelsDispositions automatiques pour enregistrer des messages pour abonnés absentsDispositions pour enregistrer des conversations
H04M 3/493 - Services d'information interactifs, p. ex. renseignements sur l'annuaire téléphonique
A call recording test suite comprising a call recording test manager stored and operating on a network-connected computing device and a test database, wherein the call recording test manager connects over a network to a call recording system and verifies the existence of an expected call recording and stores the results of the query in the database, and a method for call recording testing for a specific call recording, and a method for call recording testing using a synthetic test call.
A system for automated adaptation and improvement of speaker authentication in a voice biometric system environment, comprising a speech sample collector, a target selector, a voice analyzer, a voice data modifier, and a call flow creator. The speech sample collector retrieves speech samples from a database of enrolled participants in a speaker authentication system. The target selector selects target users that will be used to test the speaker authentication system. The voice analyzer extracts a speech component data set from each of the speech samples. The call flow creator creates a plurality of call flows for testing the speaker authentication system, each call flow being either an impostor call flow or a legitimate call flow. The call flows created by the call flow creator are used to test the speaker authentication system.
A system for flexible and scalable automated chat-based contact center testing, comprising a test case management platform, “chat cruncher”, contact center manager, chat classifier, and desktop automation engine, and method for using such a system for automated testing of a contact center's chat-based interactions environment and reporting of test results.
A system for automated audio quality testing, comprising a plurality of endpoint emulators, call engines, and optionally audio generator devices and head and torso simulator devices, and a method for using such a system for testing of audio quality over a variety of system architectures for optimization of contact center operations and improvement of customer experience.
A system for automated audio quality testing, having various endpoint emulators, call engines, audio generator devices, and head and torso simulator devices. The call engine utilizes reference audio samples to simulate customer interactions with a contact center. The endpoint manager utilizes reference audio samples to simulate contact center agents' interactions with customers.
H04M 3/00 - Centraux automatiques ou semi-automatiques
H04M 1/64 - Dispositions automatiques pour répondre aux appelsDispositions automatiques pour enregistrer des messages pour abonnés absentsDispositions pour enregistrer des conversations
H04M 3/22 - Dispositions de supervision, de contrôle ou de test
A system for flexible and scalable automated end-to-end chat-based contact center testing, having a test case management platform, a chat cruncher, a contact center manager, a chat classifier, a desktop automation engine, and headless browser-based virtual agents and customers. The test case management platform allows a user to configure operation of the system. The chat cruncher operates a plurality of virtual customers. The contact center manager operates a plurality of virtual agents to participate in chat session with virtual customers.
A system for flexible and scalable automated chat-based contact center testing, comprising a test case management platform, “chat cruncher”, contact center manager, chat classifier, and desktop automation engine, and method for using such a system for automated testing of a contact center's chat-based interactions environment and reporting of test results.
A contact center (120) is desirably tested for operating performance by simulating calls in the contact center (120) in an automated manner. Simulation of calls is achieved with the use of virtual agents that mimic the behavior of human agents that ordinarily deal with caller enquiries in a contact center (120). A set of virtual agents, which can mirror their human counterparts, can be generated and assigned activities and behaviors that simulate the behavior of human agents. These virtual agents can thus be enlisted in testing campaigns placed within the contact center (120), and assigned to answer calls as if they were in fact human agents, in accordance with the usual operation of the contact center environment.
brevets
