Most of us can relate to the experience of having to use a poorly designed chatbot and have likely wondered, “Really? Does anyone even test these things?”
Smart companies do, in fact, test them; when followed, it's evident that the testing process is sophisticated.
That said, AI-powered customer experience assurance solutions provider Cyara recently announced its acquisition of AI testing company QBox. The acquisition is expected to expand Cyara’s conversational AI testing capabilities for the purpose of – you guessed it – chatbot optimization.
“As organizations accelerate their investments in chatbots, voicebots, and conversational AI, the need for optimization, testing and risk management becomes a critical success factor, to ensure flawless digital experiences are delivered at scale efficiently,” said Alok Kulkarni, CEO and co-founder of Cyara, in a statement accompanying the announcement of the acquisition. “This acquisition marks a milestone in Cyara’s journey to provide a comprehensive solution for optimizing AI-driven chatbot and voicebot performance and underscores our commitment to ensuring our customers can deliver a seamless and elevated CX in today’s evolving AI landscape.”
The acquisition of QBox is expected to complement Cyara’s existing chatbot testing and training capabilities, enabling enterprises to optimize the development, delivery and impact of their chatbot and conversational AI investments. By combining Cyara’s expertise in customer experience assurance, including the optimization of conversational AI, with QBox’s unique approach to testing conversational AI applications, organizations will be able to address the needs of the entire team working on chatbots and voicebots, throughout their development lifecycle – from conversational designers to developers to QA professionals to business analysts.
With the QBox acquisition, Cyara will be able to streamline the testing process, offering a business-oriented approach that aligns with the priorities of these stakeholders. This enhancement will enable a broader group of stakeholders within an organization to ensure the effectiveness of their conversational AI solutions with efficiency and precision. In addition, the company will be better poised to offer customers live-interaction monitoring to identify when the bot is performing well and when it’s failing to meet customer needs.
Edited by
Alex Passett
