Testing using asynchronous automated virtual agent behavior

Details Testing using asynchronous automated virtual agent behavior Testing using asynchronous automated virtual agent behavior

2005-06-20

2010-10-26

Nguyen, Thu Ha T (Department: 2453)

Electrical computers and digital processing systems: multicomput

Distributed data processing

Processing agent

C709S204000, C379S088160, C379S265090, C455S090200, C370S352000, C370S353000

Reexamination Certificate

active

07822803

ABSTRACT:
A method and computer program product for testing using asynchronous automated virtual agent behavior is presented. A communication including one of a web-based communication and a telephony-based communication is received at a contact center. The communication is responded to by a virtual agent simulating actions of an agent in a coordinated, asynchronous manner. The virtual agent is capable of providing a response to the web-based communication and to the telephony-based communication. At least one parameter of said contact center is measured and the results are presented to a contact center manager.

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