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US 11,451,463 B2Granted
System and method for interactivity testing of text-based customer communications
AssigneeCyara Solutions Pty Ltd
InventorsGeoff Willshire, Gavin Sansom
Life of this patent
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Abstract
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.
Claims6
A system for interactivity testing of text-based contact center communications, comprising:
- an interactivity testing engine comprising a first plurality of programming instructions stored in the memory of, and operating on a processor of, a computing device, wherein the first plurality of programming instructions, when operating on the processor, causes the computing device to:
- send a query from a test configuration to a contact center in each form of text-based communication supported by the contact center;
- receive a response from the contact center for each query sent in the same form of text-based communication as the query;
- compare each query and its response using one or more parameters to determine whether the response was appropriate to the query;
- and
- report an outcome of each comparison;
- and
- a load testing engine comprising a second plurality of programming instructions stored in the memory of, and operating on a processor of, the computing device, wherein the second plurality of programming instructions, when operating on the processor, cause the computing device to:
- receive an input comprising an expected text-based communication load capacity for each form of text-based communication at the contact center;
- send a quantity of text-based queries from the test configuration to the contact center in each form of text-based communication supported by the contact center;
- receive responses from the contact center for each query sent in the same form of text-based communication as the query;
- analyze and determine the performance and speed with which responses are sent from the contact center under large or increasing loads;
- and
- report the results of the analysis.
11 more elements
A system for interactivity testing of two-factor authentication in text-based contact center communications, comprising:
- an interactivity testing engine comprising a first plurality of programming instructions stored in the memory of, and operating on a processor of, a computing device, wherein the first plurality of programming instructions, when operating on the processor, causes the computing device to:
- send a query from a test configuration to a contact center in each form of text-based communication supported by the contact center;
- receive a response from the contact center for each query in a different form of text-based communication from the form of text-based communication of the query, the response comprising an authentication code;
- extract the authentication code from the response;
- enter the authentication code in a text-based field at an authentication code prompt on a first web page;
- determine whether the login was successful by scanning the contents of a second web page that appears after entering the authentication code on the first web page;
- and
- report an outcome of the determination of whether the login was successful;
- and
- a load testing engine comprising a second plurality of programming instructions stored in the memory of, and operating on a processor of, the computing device, wherein the second plurality of programming instructions, when operating on the processor, causes the computing device to:
- send large quantities of a query from the test configuration to the contact center in each form of text-based communication supported by the contact center;
- receive responses from the contact center for each query in a different form of text-based communication from the form of text-based communication of the query, the response comprising an authentication code;
- analyze and determine the performance and speed with which authentication code responses are sent from the contact center under large or increasing loads;
- analyze and determine the performance and speed with which authentication code authentications are validated or rejected under large or increasing loads;
- and
- report the results of the analyses.
13 more elements
Dependencies are inferred from the claim text.