Best Practices for Chatbot testing
Chatbot testing is one of the most important parts of an efficient and effective chatbot.
You can co-relate chatbot testing with a mother who is correcting her child’s mistake so that one day her child can handle different phases of life, similarly in chatbot testing responsibility of a tester is to make sure the bot can handle different scenarios and queries that could be asked by users.
1. Requirement Analysis: Many IT folks consider the requirement phase to be linked with the development and the development team takes care of requirement analysis.
Good practice of chatbot testing says the testing team must involve in requirement gathering so that they can have a clear picture of what exactly the client is looking for.
It is suggested that both developers and testers should be involved while the requirement gathering such that the open discussion with different mindsets can help in understanding the requirement better as per the client requirement.
The testing team tests the bot as per the document provided by the dev team but that document itself was wrong which don’t satisfy client requirement so It’s important to involve the test team for better clarity of thoughts as well as test team can provide their inputs to refine the requirement from client.
2. Conversational Design Testing: In this phase design document and process flow are created, conversation designer can provide their process flow and as per the design, process, flow diagram Testing team can design their test cases considering verifying positive scenarios, negative scenarios, expressions as approval and denial.
Intents are the purpose of the user’s input. To illustrate, below are the phrases used for training the bot:
a. Casual/Small Talks: The casual conversations like greeting or welcome talks between bot and user. Users should get an experience talking to a human being instead of a bot. It enhances the user experience and gives better satisfaction to clients.
The tone of the user input like happiness, anger, sadness, fear, etc. Relevant cases should be tested to understand the emotion of input and send an appropriate response.
b. Feedback: This scenario is part of negative testing where users can input out-of-the-box statements or something unusual. This is to test the bot response from irrelevant input from the user in between a conversation.
Bots need to be trained to respond to unfamiliar inputs by writing appropriate test cases to check the fallback phase.
c. Navigation: Navigational cases need to be tested in case the user wants to skip a few steps in a conversation. Chatbots need to be trained on how to handle such cases. For instance, if the order is already placed but the user wants to update or cancel it.
3. Chatbot’s Problem-Solving Approach Testing: While testing a chatbot a tester must keep this thing in mind whether a bot is serving its purpose to solve the client problem. Many times have seen that a good chatbot is created but they don’t actually solve the client problem. So it’s a responsibility of a tester while testing a bot this main problem-solving approach should always be on focus.
4. Real data Testing: Testing with the User’s real-time data is extremely important because dummy data can give you just an idea of testing but in real-time scenarios actually data with a bot may give you a difference which may be unpleasant to users.
So testing with real-time data is always preferable after dummy data testing to make clients satisfied.
If you follow the sample practices I have described above, you will surely get a better quality Chatbot.
For a better understanding of Chatbot and how it works, please check the below videos.
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We build chatbots for various channels. Please visit our website for more details.
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