DOCS Accuracy testing assesses and optimizes how well your IVR system is understanding users.
Accuracy testing starts with measuring the current performance of the speech recognition (ASR) and natural language (NLU) models. Detailed recommendations are then provided on how to improve it.
Key outcomes for IVR accuracy testing are:
- Higher user satisfaction
- Better performance across a range of accents, languages, and audio environments (in-car, at-home, on-the-go, etc.)
- Huge potential savings, vastly improving the ROI of your contact center investment
- Minimizing the need for tedious, time-consuming, and error-prone manual testing
- Inoculating your team and application against latent regression issues
- Accelerating the time to delivery for development cycles
Load testing ensures that your application can handle the highest levels of usage, identifies bottlenecks that prevent it from scaling, and provides an overall picture on the customer experience during periods of heavy call and chat volume.
Key outcomes from load testing include:
- Identify bottlenecks that prevent your system from scaling
- Detailed metrics on the max throughput, wait times, and latencies in high-demand periods
- Assurance that your customer experience will not detiorate or fall down when customers need your service most
Monitoring routinely checks your IVR application to ensure it is always working correctly.
Setting up continuous monitoring can be done in as little as ten minutes, and will provide peace of mind and assurance that your system is always available.
Enable monitoring to:
- Ensure your IVR is working consistently
- Be the first to know when there is an issue with your IVR system
- Have a complete history of what has happened with your IVR system over time