Chatbots and IVR Systems
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.
AI-Powered Experiences Demand New QA Methods
Retailers, healthcare companies, service providers and others are under pressure to deliver seamless support.
Deploying chatbots and interactive voice response (IVR) systems to handle customer service is not a new concept. However, achieving high-quality user interactions is a challenge for teams relying on legacy software methods and lacking in-house expertise.
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
Improve quality by evaluating AI systems with domain experts and end users from the world’s largest testing community.
With Applause, brands can deliver the kinds of seamless support experiences that strengthen customer retention and loyalty. Our chatbot and interactive voice response testing service is fully managed to meet your needs, without adding overhead. We curate relevant, diverse testing teams from our global community, and accelerate results through multi-model AI evaluation and test automation.
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 expert and end-user feedback
Curate an in-market testing team with domain expertise and end users who meet your requirements
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
As systems evolve, evaluate them with multiple AI models to find and escalate issues
Improve Accuracy With Domain and Technical Experience
Deploy systems that interpret user intent and respond with precision.
AI-driven systems leveraging NLU must be trained to avoid misinterpretations, errors and hallucinations that can result in user frustration and dissatisfaction. And, they need to be well-versed in their respective use cases — for example banking, insurance, legal and more. Applause can secure the right experts in the locations you need to ensure your systems provide the level of quality your users demand.
Voice testing must also 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. Contextual understanding is critical — maintaining context throughout a conversation, remembering past interactions and using that information to provide relevant responses. We help you address every complexity with real testers in the markets you need.
“Our mission is to provide consumer-centric digital experiences that mirror experiences that patients and customers are used to in their daily lives.”
Customize a Testing, Training or Research Program
We offer a range of modern software QA strategies and feedback mechanisms that are effective for testing applications in the age of AI. 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 and automation – 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
- Independent AI evaluation – assess the relevance, accuracy and coherence of responses by combining real-world testing with a multi-model AI jury
- Red teaming – simulate real-world adversarial scenarios to uncover hallucinations, vulnerabilities and toxic outputs
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
Dive Deeper Into Digital Quality
From customer stories to expert insights, our Resource Center offers a deeper look at how we approach digital quality.