Valliammai Senthilnathan and Eugenia Avramenko

Electrolux

We work in the Service and Repair industry of Electrolux. So we have AI chat and voice Bot which the consumer can interact with when they have any questions related to service and repair. AI chat bot saves time and direct the call to the human agent with the proper skills and would also have collected basic information of the consumer for the agent to refer and get back quickly.

First thing here is to understand what the value is the AI bot is providing and then we need to ensure that we are covering that as part of testing. Being we wanted to assure a great consumer experience its very important to consider nonfunctional aspects of the BOT along with functional aspects. The following functionalities of chatbot will be tested.

1. Response time
2. Answering/ response accuracy
3. Error management
4. Personality
5. Navigation
6. Intelligence
7. Understanding
8. Multi/cross platform & device compatibility

We use botium tool to test our AI chatbots. We would like to explain a detailed test process and challenges with respect to AI chatbot testing.

This is part of AI Deep Dive. Check out our other talks.

Join Europe’s biggest testing event! If you enjoyed this content, get ready for a mind-blowing experience in person. EuroSTAR Conference is 4 days off learning from expert speakers, bold ideas, real insights and powerful connections.

And if you work in Test Automation, join your peers at AutomationSTAR. This is the conference where the brightest minds shape the future of quality engineering, with 2 action packed days of hands-on learning.