The ongoing pandemic has again reiterated the importance of healthcare in our lives. While the medical healthcare professionals are doing an excellent job, with the whole system under stress, two concerns have cropped up. They are:
- Maintaining high levels of customer satisfaction
One solution that efficiently ensured these requirements, was the implementation of AI-powered WhatsApp Chatbots. With WhatsApp being a messaging app of repute and popularity, making use of it to ensure high-quality customer service was a natural progression. Additionally, the availability of healthcare app testing has helped enhance the output of the WhatsApp Chatbots.
Parameters Defining WhatsApp Chatbot Testing
The success of using WhatsApp Chatbots depends on the quality of software involved. Proper healthcare app testing methods help to reduce chatbot failures and maximize the benefits of its integrated features like text-to-speech and speech-to-text conversions, ability for Natural Language Processing etc.
All Chatbots are intent-based and are programmed to understand the user’s query and provide an adequate response. A developer needs to program Chatbots to understand and map user queries to the intent of asking in order to enable it to answer correctly. Else, the chatbot would either provide an incorrect or pre-decided out-of-context answer or inability to answer. Intent testing is, thus, an important part of Chatbot testing.
Having a list of certain pre-constructed queries and the expected responses enables testers to run regression testing on individual new builds. This helps to keep the intent unchanged.
Principles That Form the Base for Efficient WhatsApp Chatbot Testing
To overcome the above-mentioned limitations, QA professionals need to maintain certain principles to ensure the relevance of their Chatbot testing strategy like:
- Identifying Chatbot use cases, listing queries and potential responses for every possible scenario and prioritizing them based on their importance
- KPI and testable requirement should be clearly defined for individual test cases
- Different verticals have different KPIs like technological KPIs will include conversational capability and expected degree of intelligence of the Chatbot while business KPIs include average customer rating, self-service and sale conversion rates etc. and these should also be taken into consideration when building the test strategy
- After defining testable requirements, the underlying WhatsApp Chatbot’s technological architecture needs to be understood since this forms the core of test case designing
- Non-functional performance healthcare app testing incorporated in the test strategy should include authentication, conversion encryption, compliance adherence and authorization validation.
What to Look Out For While Testing a Chatbot?
As the functions of chatbots are varied, so are the things to check while testing a chatbot. In general, it needs to be tested if the bot functions properly in all the use cases.
24 X 7 Support
Round the clock support is one of the main reasons behind the popularity of chatbot. A healthcare chatbot should be able to provide the end-users at least with basic informational support all the time. In case, they ask for information such as visiting hours, address of the hospital or clinic, phone number, etc., they should be able to receive the response immediately.
While testing a healthcare chatbot, one should certainly check if the bot can collect the patients’ information properly. Missing or incorrect information due to lapses on the part of the bot can lead to unnecessary problems for the patients and even hamper effective treatment. After collection, the bot should also be able to record the relevant information and pass to the database.
The chatbot should be integrated properly with the hospital’s existing digital infrastructure. Only then, it would be able to schedule the appointments and request renewals properly. The leading firms which offer healthcare chatbot testing services check how well a bot integrates with a Hospital or Practice Management System.
In this field, the bots need to be able to carry out some small talk so that the patients get acquainted with chatting. Hence, it is necessary to check out how good the bot is at a friendly conversation and at making people feel at ease. While answering to an end-user’s queries, the bot should be able to give them the relevant responses.
Other Features to Test
Other than these, all the flows need to be checked for flaws. For example, the bot needs to use the entities or keywords properly for extracting information. In case if the bot does not understand a query, it should have some generic response to put up. The bots should also be able to handle every type of intent and understand different phrases with the same intent.
The WhatsApp chatbot is quite cost-efficient since it helps save on expenses. The organizations only need to opt for routine healthcare app testing to check for bugs and possible optimizations. At a time when the demand for quick healthcare services is at its peak, the chatbot has evidently provided a major boost.