Where Value and Innovation Co-exist. Pramodh Reddy Challa. Sushmita Kona

Transcription

1 Validating Customer Experience Insights into IVR Testing Pramodh Reddy Challa Sushmita Kona

2 Table of Contents Key Takeaways & Introduction 03 Introduction: About IVR Systems 04 The Technical Side 05 Types of IVR applications 06 4 D s for quality 08 Deriving test strategy important tests to be considered in IVR system 10 ValueLabs Role in IVR testing 11 Success Story 12 ValueLabs Confidential 2

3 Key Takeaways Comprehensive picture of end-to-end testing Develop strategies for successful IVR testing Insights on test cases Technical aspects of IVR systems and testing processes Expertise of ValueLabs in IVR Testing ValueLabs Confidential 3

4 Introduction: About IVR Systems Interactive voice response (IVR) systems have proved to be of immense help to service providers in fruitful engagement of customers IVR Systems help customers with the information they look for, while reducing the costs of human intervention for service providers Banks and mobile service providers are among the major users of IVR systems Common uses include providing up-to-date account information, account/service activation, billing information, loan status etc. Customers, therefore, need not wait for the service provider to come online and answer their queries Service Provider IVR System Customer ValueLabs Confidential 4

5 The Technical Side TTS Component (Text To Speech): Text strings in output elements are delivered using TTS. Telephony Component: This component handles connection issues such as picking up the incoming call, detecting a hang-up, transferring a call. Speech Recognition Component: Listens to speech inputs given by the user and identifies the meaning. ValueLabs Confidential 5

6 Types of IVR applications 1. Inbound IVRS: Customer calls the service provider for information Examples: Financial institutions: real time account balances, stock information, telephone banking, loan and mortgage applications. Benefits of Using an Inbound IVRS: Cost-effective: reduces the need for live agents and human errors. Seamless Integration: application integrates with other applications like CMR systems. Increased customer gratification. ValueLabs Confidential 6

7 Types of IVR applications 2. Outbound IVRS: Service providers use them to notify their customers about events, sales, or issues Examples: Missed appointment reminders: Customers are called if they miss an appointment, with a second opportunity to reschedule. Appointment reminders: Customers are called the day before an appointment to confirm, with the option to reschedule. Benefits of Using Outbound IVRS: Reach large groups much quickly than with manual dialing Reduce costs: reduce inbound call costs Proactive communication: instead of waiting for customers to call, outbound solutions allow to proactively reach out to customers through a variety of channels and applications ; getting more business. ValueLabs Confidential 7

8 4 Ds for quality IVR testing attempts to address the following questions with respect to their quality: Does the IVR application correctly recognize human voice patterns (speech inputs) or DTMF key tones sent by the caller? Does the IVR application play the correct information (prompts) during the interactions with the caller? Does the IVR application correctly work with further "internal" devices such as an SSP (Service Switching Point) and other media gateways and middleware's. Does the IVR application behave under different realistic load conditions? ValueLabs Confidential 8

9 Deriving Test strategy Following questions help in deriving at a Testing Strategy: What is the risk tolerance? Is the IVR application revenue yielding? How often do we need to test? ValueLabs Confidential 9

10 10 important tests to be considered in IVR system Program flow Recorded voice verification Error condition Disabled communications Text to speech Database testing Voice recording Load test Logical flow Billing reports ValueLabs Confidential 10

11 ValueLabs Role in IVR testing Providing services in black box testing for different IVR (inbound and outbound) applications Includes both web and mobile applications Testing happens on the following environments to ensure that the application is working fine before providing access to the user QA Staging Pre-production Production ValueLabs Confidential 11

12 Success Story The client The client is a global player offering speech-based solutions for millions of businesses and consumers worldwide. covering requirements such as directory assistance, soliciting account information, dictating patient records, guiding a navigation system with destination inputs and so on. Service offering IVR Testing Technologies used VXML, Voice Ruby, JSP, Jasper Reports, HTML, Python, Perl, Java script, Linux, Oracle 10g, Test Link, JIRA, Clear Quest Business Need The client was looking for a partner who has good understanding on IVR application requirements and who could provide good test scenarios, various test data and who is flexible enough to accommodate new requirements even during mid-phase of a project. Solution Based on the client s requirements, ValueLabs tested a voice-based solution to automate the mobile phone activation process Also offer advice on business requirements to ease access to customers, and increase customer billing ValueLabs has been providing services in black box testing around 10 different IVR, web and mobile applications for this client Achievements Using this IVR solution, subscribers can dial-in to the support telephone number provided, where they can activate their mobile connection without even touching a key for navigation Client witnessed significant increase in revenues through our solution ValueLabs Confidential 12

13 Thank you! ValueLabs