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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.

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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.

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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.

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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.

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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.

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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.