The Test Suite application enables contact center administrators to validate and refine AI solutions before deployment, ensuring accuracy and alignment with business needs without relying on time-consuming live call testing.
It allows you to preview ingested knowledge, identify gaps or inaccuracies, and make corrections directly within your knowledge source, providing confidence that your AI profiles—such as Copilot configurations or GenAI prompt customizations—are ready for production. By uploading sample queries with or without responses, you can simulate user interactions and analyze performance scores to assess how your AI responds.
The Test Suite gives visibility into knowledge chunks and their associated scores, helping you understand what works and what needs improvement. Based on these insights, you can tune settings, update Copilot or GenAI Prompt Editor profiles, and even create new knowledge base articles if gaps are identified. This structured workflow accelerates deployment cycles, improves response accuracy, and ensures your AI assistants deliver reliable, high-quality interactions from the outset. Test Suite supports the following flows: