01The organization
Picture an operator with a few million subscribers. Its contact center takes calls for billing, technical support, sales and porting. It's replacing touch-tone menus with speech, adding an AI voice agent for plan changes, and moving customers to a self-care app.
Today every IVR change is tested by people calling in and writing down what they hear. Misroutes show up as extra transfers a week after the change.
Contact centers change more often than most people think. New prompts, new menu options, holiday hours and now AI voice agents all land on the same phone number. Each change is small, but each can send thousands of callers to the wrong place.
02Business objectives
- Regression-test every IVR path after each prompt or menu change
- Test the AI voice agent for accuracy and correct hand-off
- Cover the app journeys that replace calls
- Catch misroutes before release, not in transfer reports
03Testing challenges
Too many paths
Menus, keypad entry, speech input, business hours and caller types multiply into hundreds of call paths.
Manual dialing
Testing by phone ties up people for days and still misses paths.
AI answers vary
The voice agent's answers change with each model or prompt update.
Channels disagree
A plan change made by voice has to show up correctly in the app and the billing system.
04Before and after
How the testing work would change once the journeys run in Robonito.
- IVR changes
- Today:People dial in and write down what they hear.
- With Robonito:AI callers test every covered path by keypad and voice.
- Misroutes
- Today:Found a week later in transfer reports.
- With Robonito:Caught as failed calls, with recordings, before release.
- Voice agent
- Today:Reviewed by listening to a sample of calls.
- With Robonito:Graded conversations on every prompt or model change.
- App and billing
- Today:Plan changes by voice checked in billing by hand.
- With Robonito:The same test confirms the change through the billing API.
05How Robonito would test it
- 1
AI callers on every path
Robonito's AI callers work through menus by keypad and voice and check routing, transfers and after-hours paths call by call.
- 2
Agent-to-agent testing
Test agents hold conversations with the voice agent, using personas, and grade accuracy, policy and hand-off.
- 3
App and API checks
The same suite tests the self-care app on Android and iOS and confirms changes through the billing API.
- 4
After every change
Jenkins runs the call suite after each prompt or menu change, with recordings and results per call.
06Test scenarios, in plain language
Tests you'd write in Robonito on day one. Each one is typed as written; the agent works through the app and saves the steps.
- IVR routingCall support, press 2 for billing, say 'I want to pay my bill', and confirm the call reaches the payments menu.
- After hoursCall sales at 10 pm and confirm the closed message plays and a callback option is offered.
- Voice agentAsk the voice agent to switch to the unlimited plan and confirm it reads back the new monthly price before confirming.
- Hand-offTell the voice agent you want to cancel and confirm it transfers to retention with the reason captured.
- AppAdd an international pass in the app and confirm the plan API shows it active.
- PortingStart a number port with a wrong account PIN and confirm the app shows the correct error and help text.
07What the pilot measures
No made-up numbers: a pilot measures these against your current baseline, on your own app.
IVR regression time
Hours to test every covered call path, unattended, against today's manual days.
Misroutes caught
Routing errors found before release rather than in transfer reports.
Voice agent record
Whether each voice agent release has a graded evaluation behind it.
People freed up
Testers no longer needed for manual dial-in passes on covered paths.
08Rolling it out: the first month
A realistic plan for a team starting from zero, with the baseline comparison built in.
- Week 1
Map the call paths
The team lists the IVR paths by volume: billing, support, sales, porting and after-hours.
- Week 2
Run the AI callers
AI callers work through the top paths by keypad and voice, checking routing and transfers call by call.
- Week 3
Test the voice agent
Test agents hold persona-based conversations with the voice agent and grade accuracy, policy and hand-off.
- Week 4
Run after every change
Jenkins runs the call suite after each prompt or menu change, and the team compares misroutes with the previous month.
09Frequently asked questions
How does Robonito test an IVR?
Robonito's AI callers phone the IVR and work through menus using keypad tones and speech, checking prompts, routing, transfers and after-hours behavior on each call, with results per call.
Can Robonito test an AI voice agent?
Yes. Robonito's test agents hold conversations with your voice agent, including personas and edge cases, and grade the answers for accuracy, policy, safety and hand-off.
Can IVR tests run automatically after each change?
Yes. Call suites can run from your CI/CD pipeline, whether Jenkins, GitHub Actions, GitLab CI or Azure DevOps, after each prompt or menu change.
Can one suite cover the phone line and the app?
Yes. The same suite can test the IVR, the voice agent, the Android and iOS apps and the APIs behind them, so a plan change made by phone can be confirmed in the app and the billing system.