Empirix Inc.

Lei Shen

Richard Cox Kuzsma, Jr

Michael Glik

Albert Robinson Seeley

Kevin Sturgeon

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.

Testing using asynchronous automated virtual agent behavior

A method, apparatus and computer program product for generating a test script for use by a test agent is presented. A first test script is generated in a first language. A determination is then made whether to generate an intermediate test script from the first test script. When the determination is made not to generate an intermediate test script then the first test script is converted into a second test script in a second language, and the first test script is also converted into a callback test script. When the determination is made to generate an intermediate test script then an intermediate test script is generated from the first test script. The intermediate test script is converted into a second test script in a second language, and the intermediate test script is converted into a callback test script. The second test script and the callback test script are compiled into a final test script.

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Sudbury, MA, United States of America

Lei Shen