# US 11,451,463 B2 · System and method for interactivity testing of text-based customer communications

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- Number: US 11,451,463 B2
- Document ID: US11451463B2
- Status: Granted
- Kind: B2
- Application number: 17/216,770
- Filed: 2021-03-30
- Published: 2021-10-21
- Granted: 2022-09-20
- Earliest claimed: 2016-12-09
- Assignees: Cyara Solutions Pty Ltd
- Applicants: Cyara Solutions Pty Ltd
- Inventors: Geoff Willshire; Gavin Sansom
- Web page: https://patentgrep.com/patent/US11451463B2

## CPC

- G06F 11/3688: {for test execution, e.g. scheduling of test suites}
- H04L 43/50: Testing arrangements
- G06F 11/3672: {Test management}
- G06F 11/3684: {for test design, e.g. generating new test cases}
- G06F 11/3692: {for test results analysis}
- G06F 11/3698: Environments for analysis, debugging or testing of software
- H04L 41/22: comprising specially adapted graphical user interfaces [GUI]
- H04L 51/04: Real-time or near real-time messaging, e.g. instant messaging [IM]
- H04L 51/214: using selective forwarding
- G06F: ELECTRIC DIGITAL DATA PROCESSING (computer systems based on specific computational models G06N)
- H04L: TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION (arrangements common to telegraphic and telephonic communication H04M)

## 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.

## Claims

### Claim 1

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.

### Claim 2 (depends on 1)

The system of claim 1, wherein the test database and interactivity testing engine are on separate computing devices, communicating over a network.

### Claim 3 (depends on 1)

The system of claim 1, wherein the test database and interactivity testing engine are co-located on the same computing device.

### Claim 4

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.

### Claim 5 (depends on 4)

The system of claim 4, wherein the test database and interactivity testing engine are on separate computing devices, communicating over a network.

### Claim 6 (depends on 4)

The system of claim 4, wherein the test database and interactivity testing engine are co-located on the same computing device.