IVR (Interactive Voice Response) is making a comeback, but this isn’t your dad’s IVR. Advanced voice recognition software, artificial intelligence software (AI), and other self-service techniques are being added to IVR systems. Conversational interfaces and AI will convert IVRs into “intelligent IVRs,” transforming them into “intelligent IVRs.” Customers prefer genuine speech over the scripted language of earlier IVRs. Natural language is becoming more accessible to businesses thanks to APIs for Apple Siri, Amazon Alexa, and Google Assistant. According to Research and Markets, the market for IVR software is expected to grow from $3.7 billion in 2017 to $5.5 billion by 2023.

Companies are being pushed to distinguish themselves by improving the customer experience and incorporating new features into their IVR systems. However, there can be no IVR upgrades if there is no documented IVR map from which to start. Manually creating IVR maps takes a lot of time and resources. Calling into an IVR, carefully taking each route and documenting the voice prompts heard necessitates the use of development or QA staff. It’s hazardous to make changes to an IVR without a documented mapping.

Automated IVR Discovery and IVR Testing

Organizations require a graphic representation of the IVR as a reference point as an IVR best practise. When teams can see the IVR design, they cooperate better. Before making design modifications, businesses require an automated IVR discovery solution to build an IVR map. Defects and regressions are less likely with a current IVR map. Keeping an IVR map up to date after IVR modifications is another issue. The only way to stay ahead of the curve is to have a technology that refreshes the IVR map automatically so that it is always up to date.

IVR testing is becoming more important as the functionality and complexity of conversational IVRs grows. Organizations require a method to automatically generate and update test cases after an IVR design has been established and documented in a map. Complex client journeys, such as those using conversational interfaces and spanning many channels, increase the breadth and complexity of test cases. The ideal situation is for test cases to be generated automatically throughout the design process. The CX models generated throughout the design phase must be used to automatically update functional, regression, and load tests. Rapid IVR creation requires automated IVR discovery and testing.

Automated IVR Discovery Increases Test Case Development – A Government Agency Case Study

Each year, a major Australian government agency pays $148 billion in entitlements on account of partner organizations, accounting for about 11% of Australia’s Gross Domestic Product(GDP). A total of 220,000 consumer calls are answered each day by the department. The job that the agency’s workers perform will alter as the department moves to providing more self-service choices (online, through mobile devices, and in other ways). They utilised Cyara’s Velocity solution for automated IVR discovery as part of the transition to self-services to ensure maximum test coverage and reduce risk. There is evidence of a 30-50 percent increase in the speed with which test cases are developed. Read the Velocity data sheet to learn more about the product.