Voice & Artificial Intelligence Testing
Uplevel Your Chatbot and IVR Experiences
Tackle the complex nature of voice and AI testing at scale. Our deep expertise and diverse testing community can help ensure consistent quality.
Adoption Rises, but Consumer Frustration Persists
Retailers, healthcare companies, service providers and others under pressure to deliver seamless support.
Deploying chatbots and interactive voice response (IVR) systems to handle customer service is not a new concept. However, the complex nature of these ever-evolving technologies has made achieving high-quality user interactions a challenge for lean QA teams – and those challenges can be costly.
Generative AI (Gen AI) has helped organizations provide more natural, context-aware communications, but without proper testing and research, consumer-facing results can be inaccurate, biased or otherwise harmful. Organizations need to put guardrails in place, especially when autonomous AI agents are now deployed to train voice and AI models.
Launch Reliable, Safe Chatbot and IVR Experiences
Leverage the world’s largest testing community to account for potential audiences and use cases.
With Applause, brands can strengthen the quality of their AI-powered chatbots and IVR systems worldwide. Our Voice and AI Testing Solution is fully managed by experts who can create a program that’s customized to meet your needs. We leverage crowdtesting and curate relevant, diverse teams from our global community – the essential human component required when assuring AI and agentic AI quality.
Expand Voice and AI Testing Expertise and Coverage
We have deep experience testing and training the large language models (LLMs) and natural language understanding (NLU) systems used by top brands to power their chatbots and IVR systems. Our unique, end-to-end approach meets organizations where they are to address specific concerns and apply best practices at every stage of development.
Provide winning customer service
Test call routing/forwarding options, prompts and self-service apps
Capture end-user feedback
Curate a testing team that reflects your users and their devices and platforms in your target markets
Access global voice and AI expertise
Gain IVR, chatbot and AI expertise with experienced consultants, engineers and more
Strengthen the customer journey
Identify and solve for areas of friction to avoid churn or abandonment across use cases
Optimize from end to end
Gather iterative user feedback at all phases of product development
Mitigate AI and agentic AI safety concerns
Reduce risks of inaccurate responses (“hallucinations”), biased or other harmful outputs
Improve Accuracy With Relevant Technical Experience
Deploy systems that interpret user intent and respond with precision.
AI-driven systems leveraging NLU must be trained to avoid misinterpretations or errors that can result in user frustration and dissatisfaction. Contextual understanding is critical – maintaining context throughout a conversation, remembering past interactions and using that information to provide relevant responses. Voice testing must account for the myriad ways people express themselves – variations in language, pronunciation, slang, and even errors in spoken or written input to deliver an optimal user experience. Applause can help you address every complexity related to voice and AI experiences.
Customize a Testing, Training or Research Program
As a world leader in digital quality, we offer a range of testing and UX research services. Choose or combine the methodologies that are right for your organization, and we’ll help launch and manage a program to meet your needs.
Software Testing Strategies
- Test case design – comprehensive test cases covering scenarios, inputs and potential errors
- UX testing – involving real users in testing different versions of the system provides valuable insights
- Continuous monitoring and feedback – ongoing monitoring and feedback collection to identify issues
- Prompt/response evaluation – assess the quality, relevance, accuracy and coherence of a response
- Red teaming – simulate real-world adversarial scenarios to uncover hallucinations, vulnerabilities and toxic responses
Feedback Mechanisms
- In-conversation feedback – allow users to provide feedback during their experience
- Post-interaction surveys – gather user satisfaction and identify pain points directly after the engagement
- User analytics – analyze user behavior and interaction patterns to provide insights into areas to improve
- Sentiment analysis – identify areas of frustration or dissatisfaction
- Audio/text capture – log conversations with an IVR and chatbot system to analyze tone, pauses, or missteps testers encounter
Ready to Get Started?
We’d love to help you deliver the Applause-worthy digital experiences your customers demand.
- The world’s largest community of QA professionals, UX researchers, payment and accessibility specialists, automation developers, SDETs, engineers and other trained testers
- Access to millions of real devices and configurations in over 200 countries and territories
- An experienced team to monitor testing, provide guidance for continuous improvement, and deliver actionable reports
- 24/7/365 global availability
- Seamless integration with existing Agile and CI/CD workflows
- Highly secure and protected approach that conforms to information security best practices
- Deep expertise across industries and use cases