Patent ID: 11863507
Assignee: CYARA SOLUTIONS PTY LTD
Field: Digital communication (Electrical engineering)
Classification: CPC H  G | IPC G  H

Claim 0:
1. A system for testing of automated customer response systems at contact centers, comprising:
a customer response testing system comprising a first plurality of programming instructions stored in a memory of, and operating a processor of, a computing device, wherein the first plurality of programming instructions, when operating on the processor, cause the computing device to:
generate a simulated customer query based on a test case;
create variations of the simulated customer query using a conversation multiplier, each variation reflecting a likely real-world variant of the simulated customer query;
modify each query variation based on a customer persona, each modification reflecting one or more traits of the customer persona;
connect to a customer response system;
transmit each modified query variation of the simulated customer query to the customer response system; and
receive responses to each modified query variation sent from the customer response system.