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Testing Assistants

Before deploying any AI assistant to production, thorough testing is essential to ensure it performs as expected. This guide covers testing methodologies for all assistant types in Flowbotic.

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Why Testing is Critical

Proper testing helps:

• Identify and fix issues before users encounter them
• Ensure your assistant represents your brand appropriately
• Verify knowledge retrieval accuracy
• Confirm escalation paths work correctly
• Improve overall assistant performance

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Built-in Testing Tools

Flowbotic provides integrated testing tools for each assistant type: [Screenshot placeholder: The testing interface with assistant preview]

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Chat Assistant Testing

1. Access the Test Interface
   • Open your chat assistant
   • Navigate to the Test tab
   • The interface simulates the user chat experience
2. Features Available
   • Real-time conversation simulation
   • File attachment testing
   • Conversation history review
   • Response time monitoring
   • Knowledge reference visibility

[Screenshot placeholder: Chat testing interface with tools highlighted]

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Email Assistant Testing

1. Access the Test Interface
   • Open your email assistant
   • Navigate to the Test tab
   • The interface simulates email conversations
2. Features Available
   • Send test emails directly from the interface
   • View email thread history
   • Inspect formatting and signatures
   • Test attachment handling
   • Verify email rule processing

[Screenshot placeholder: Email testing interface with tools highlighted]

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Voice Assistant Testing

1. Access the Test Interface
   • Open your voice assistant
   • Navigate to the Test tab
   • The interface provides voice call simulation
2. Features Available
   • Make test calls directly in browser
   • Real-time voice conversation
   • Call recording and playback
   • Transcript review
   • DTMF (keypad) testing

[Screenshot placeholder: Voice testing interface with call controls]

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Comprehensive Testing Approach

For thorough testing before deployment, follow this structured approach:

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1. Baseline Functionality Testing

Start with basic functionality checks:

• Start/End Conversation: Test basic conversation flow
• Responsiveness: Verify response time is acceptable
• Formatting: Check message formatting and structure
• Error Handling: Test behavior with deliberately unclear queries

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2. Knowledge Retrieval Testing

Verify that your assistant correctly accesses and uses knowledge base information:

• Direct Knowledge Queries: Ask questions explicitly covered in your knowledge files
• Variation Testing: Ask the same questions with different wording
• Edge Cases: Test boundary cases between different knowledge areas
• Missing Information: See how the assistant handles questions not in its knowledge

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3. Scenario-Based Testing

Test complete user journeys with realistic scenarios:

• Common Scenarios: Test typical use cases from start to finish
• Complex Scenarios: Test multi-turn conversations with topic switching
• Edge Scenarios: Test unusual but possible user interactions

[Screenshot placeholder: Example of a scenario testing plan]

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4. Escalation Testing

Verify that human escalation works correctly:

• Explicit Requests: Test when users directly ask for human help
• Implicit Triggers: Test scenarios that should trigger escalation based on your settings
• Multiple Failures: Test behavior after multiple unsuccessful responses
• Escalation Messaging: Verify the messaging during transfer is appropriate

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5. Security and Compliance Testing

Test security boundaries and compliance requirements:

• Sensitive Information: Verify handling of PII or sensitive data
• Authentication Requests: Test how the assistant handles authentication attempts
• Policy Adherence: Verify the assistant follows company policies
• Regulatory Compliance: Test compliance with relevant regulations

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Testing with External Users

Before full deployment, consider limited user testing:

1. Setup Beta Testing
   • Select a small group of internal or trusted external users
   • Set clear testing objectives and time frames
   • Create a feedback mechanism
2. Structured Feedback Collection
   • Provide specific scenarios to test
   • Use surveys for quantitative feedback
   • Conduct interviews for qualitative insights
   • Analyze conversation logs

[Screenshot placeholder: Example feedback collection form]

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Evaluating Test Results

When analyzing test outcomes, focus on these key areas:

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1. Accuracy Analysis

• Response Correctness: Are answers factually accurate?
• Knowledge Relevance: Is the assistant retrieving the right information?
• Contextual Understanding: Does the assistant maintain context across the conversation?

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2. User Experience Evaluation

• Conversation Flow: How natural does the conversation feel?
• Response Appropriateness: Is the tone and style consistent with expectations?
• Resolution Rate: How often are queries resolved without escalation?

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3. Performance Metrics

• Response Time: How quickly does the assistant respond?
• Understanding Rate: How often does the assistant understand queries correctly?
• Escalation Rate: What percentage of conversations require human intervention?

[Screenshot placeholder: Testing metrics dashboard]

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Making Improvements

Based on testing results, make targeted improvements:

1. Instruction Refinement
   • Clarify or expand instructions based on misunderstandings
   • Add examples for challenging scenarios
   • Adjust tone and style guidance if needed
2. Knowledge Enhancement
   • Add missing information identified during testing
   • Restructure knowledge for better retrieval
   • Include alternative phrasings for common questions
3. Parameter Adjustments
   • Fine-tune model parameters (temperature, etc.)
   • Adjust knowledge retrieval settings
   • Modify escalation thresholds

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Continuous Testing

Testing shouldn’t end after initial deployment:

1. Ongoing Monitoring
   • Review conversation logs regularly
   • Monitor performance metrics over time
   • Set up alerts for unusual patterns
2. A/B Testing
   • Test different instructions or parameters
   • Compare performance metrics between versions
   • Gradually roll out improvements
3. Regular Reviews
   • Schedule periodic comprehensive reviews
   • Update test scenarios as your business evolves
   • Incorporate user feedback into testing processes

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Testing Checklist

Use this checklist to ensure comprehensive testing:

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Next Steps