​

AI Voice Agent Testing Guide

This guide provides a structured approach to testing AI voice agents, ensuring they perform accurately, efficiently, and reliably in real-world scenarios.

​

Functional Testing

Speech Recognition (ASR) Accuracy

• Test different accents, speaking speeds, and background noise.
• Measure: Word Error Rate (WER), Sentence Error Rate (SER).

Natural Language Understanding (NLU)

• Validate intent recognition, multi-intent handling, and entity extraction.
• Measure: Intent Accuracy, F1-score, Confusion Matrix.

Conversational Flow

• Test interruptions, topic shifts, and fallback responses.
• Measure: Turn Success Rate, Conversation Completion Rate.

Text-to-Speech (TTS) Quality

• Evaluate naturalness, pronunciation, and response time.
• Measure: Mean Opinion Score (MOS), Speech Naturalness Rating.

​

Performance Testing

Latency Testing

• Measure response times under different network conditions.
• Measure: Average Response Time, 95th Percentile Latency.

Load & Stress Testing

• Simulate concurrent users and peak loads.
• Measure: Calls Per Second (CPS), System Utilization, Failure Rate.

​

Robustness Testing

Noise & Environment Handling

• Test in various background noise conditions.
• Measure: ASR Accuracy Drop in Noisy Settings.

Adversarial Input Handling

• Evaluate resilience to incomplete, mixed-language, and inappropriate speech.
• Measure: False Positive & Negative Rates for handling unexpected inputs.

​

User Experience (UX) Testing

Human Evaluation

• Conduct real-user tests and assess clarity and engagement.
• Measure: NPS, CSAT, Call Completion Rate.

A/B Testing

• Compare different conversation flows and TTS variations.
• Measure: User Retention, Engagement Rate.

​

Continuous Monitoring & Improvement

Real-Time Logging

• Track ASR errors, failed conversations, and response accuracy.
• Measure: Errors Per Session, Unresolved Queries.

Feedback & Iteration

• Collect user feedback to refine AI responses.
• Measure: Accuracy Gains, Reduction in Fallback Responses.

---