Validate more than the IVR menu.
The testing scope included natural language understanding (NLU), automatic speech recognition (ASR) and bot channels. Customer intents needed to be checked before the platform went live.
One of the top airlines in the Asia Pacific region sought to enhance its customer experience by ensuring that their new IVR and AI Bot could effectively handle high call volumes and real-world scenarios. With the project underway to replace their IVR, they identified gaps in system integration and load testing that needed addressing.
CloudCX customer success story
A new IVR.
Confidence before go-live.
How a leading Asia Pacific airline used CloudCX to validate IVR and AI bot journeys, measure response times and uncover failures under load before launching its new contact-centre platform.
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SITSystem Integration Testing before go-live
Load testingFailures uncovered under high call volumes
IVR & AIValidation across NLU, speech recognition and bot channels
RetestingRepeat validation after IVR changes
The challenge
Close the testing gap before customers make contact.
With its IVR replacement project already underway, the airline identified gaps in System Integration Testing and load testing. It needed to understand how the new platform behaved in real-world scenarios, how quickly it responded and how many calls it could handle.
Test at scale with your own team.
The airline wanted confidence under high call volumes and the ability to create and run tests itself. Flexible pricing also needed to fit the project’s testing requirements.
The CloudCX approach
Create. Validate. Improve. Test under load.
CloudCX supported the airline through the SIT phase and the later load-testing stage. The team could create customer-intent use cases, run repeatable tests and investigate failures before launch.
Create
Build a use case for each customer intent in a spreadsheet.
Validate
Upload use cases into CloudCX and test IVR behaviour and response times.
Retest
Make IVR changes and repeat tests to check improvements.
Load test
Apply call volume, identify failures, fix issues and test again.
Evidence for critical launch questions.
During SIT, the airline confirmed whether the IVR responded as intended and measured how long it took to respond. Repeat testing made it easier to validate changes and check whether response rates improved.
A model the airline could operate itself.
The airline used CloudCX independently for test creation and execution, including load testing. A subscription-based model with no set-up costs provided flexibility for the project.
Business impact
Failures found early. A more confident launch.
Confirmed that the IVR responded as intended, with visibility into response times.
Made IVR changes easier to validate through repeat testing.
Identified and fixed failures during load testing before the new platform went live.
Gave the airline greater confidence that its IVR and AI bot could support customer journeys at launch.
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