CN114528203A - Voice response system test method and device, electronic equipment and storage medium - Google Patents
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Abstract
The application discloses a voice response system testing method, which comprises the following steps: executing an interactive flow associated with the received call request; if the interactive flow is in a state of waiting for external input, acquiring a test record of the interactive flow; determining child nodes of the current node which are not tested according to the test record, wherein the current node is used for representing nodes which finish testing at the current moment in the process of executing the interactive process; inputting response input corresponding to the child nodes which are not tested into the interactive process, testing the child nodes which are not tested to obtain a feedback result of the interactive process, wherein the response input is used for representing the input for performing response interaction with the child nodes which are not tested; and updating the test record according to the feedback result. The method can complete the test record after the voice response system executes the interactive process, thereby avoiding the repeated test of the tested nodes and improving the test efficiency.
Description
Technical Field
The present application relates to the field of voice interaction technologies, and in particular, to a method and an apparatus for testing a voice response system, an electronic device, and a storage medium.
Background
Interactive Voice Response (IVR) system is a generic name for a phone-based Voice value-added service system. Currently, most commercial establishments (such as banks, e-commerce, and financial consumption companies) provide automated telephone inquiry services via an IVR system, and a customer enters the IVR system of the corresponding establishment by dialing a designated telephone number, and then enters appropriate options or personal data according to the instructions of the IVR system to obtain pre-stored information, including reading out specific data (such as account balance, transaction records, etc.) for the customer in a voice manner.
Because the service volume of the IVR system is usually large, and with the continuous change of service types and the high complexity of the system, in order to ensure that the IVR system can operate stably, product tests including functionality tests, pressure tests and the like need to be performed before the IVR system is on line. However, in the prior art, repeated testing usually occurs in the testing process of the IVR system, so that the testing efficiency is low, and testing errors are easy to occur.
Disclosure of Invention
The embodiment of the application provides a voice response system testing method and device, electronic equipment and a storage medium.
In a first aspect, some embodiments of the present application provide a method for testing a voice response system, including: executing an interactive flow associated with the received call request; if the interactive process is in a state of waiting for external input, acquiring a test record of the interactive process; determining child nodes of the current node which are not tested according to the test record, wherein the current node is used for representing nodes which are tested at the current moment in the interactive process; inputting response input corresponding to the child nodes which are not tested into the interactive process, testing the child nodes which are not tested to obtain a feedback result of the interactive process, wherein the response input is used for representing the input for performing response interaction with the child nodes which are not tested; and updating the test record according to the feedback result.
In a second aspect, some embodiments of the present application further provide a device for testing a voice response system, the device including: the flow executing module is used for executing the interactive flow associated with the received call request; the information acquisition module is used for acquiring the test record of the interactive flow if the interactive flow is in a state of waiting for external input; the node determining module is used for determining the sub-nodes of the current node which are not tested according to the test record, and the current node is used for representing the node which completes the test at the current moment in the process of executing the interactive process; the response input module is used for inputting response input corresponding to the sub-nodes which are not tested into the interactive process, testing the sub-nodes which are not tested to obtain a feedback result of the interactive process, and the response input is used for representing the input for response interaction with the sub-nodes which are not tested; and the record updating module is used for updating the test record according to the feedback result.
In a third aspect, some embodiments of the present application further provide an electronic device, which includes a processor and a memory, where the memory stores computer program instructions, and the computer program instructions, when called by the processor, execute the above-mentioned voice response system testing method.
In a fourth aspect, some embodiments of the present application further provide a computer-readable storage medium, which stores program codes, wherein the program codes, when executed by a processor, perform the voice response system testing method provided in the first aspect.
In a fifth aspect, the present application further provides a computer program product or a computer program, where the computer program product or the computer program includes computer instructions, and the computer instructions are stored in a storage medium. The processor of the computer device reads the computer instructions from the storage medium, and executes the computer instructions, so that the computer performs the steps in the voice response system test method.
It can be seen that, in the embodiment of the present application, an interactive flow associated with a received call request can be executed, and if the interactive flow is in a state of waiting for external input, a test record of the interactive flow can be obtained, so that whether a node in the interactive flow completes a test can be determined according to the test record, so that only untested nodes are tested, and repeated tests on the untested nodes are avoided. And further, obtaining a sub-node of the current node which is not tested according to the test record, wherein the current node is used for representing the current passing when the test is completed at the current moment in the interactive process of the interactive process, further inputting response input corresponding to the sub-node which is not tested into the interactive process, testing the sub-node which is not tested to obtain a feedback result of the interactive process, and further updating the test record according to the feedback result. Therefore, in the interactive voice response system test scene, by means of updating of the test record of the interactive flow, the nodes in the interactive flow can be tested in a targeted manner, and therefore the efficiency of the interactive voice response system test is improved.
Drawings
In order to more clearly illustrate the technical solutions in the embodiments of the present application, the drawings needed to be used in the description of the embodiments are briefly introduced below, and it is obvious that the drawings in the following description are only some embodiments of the present application, and it is obvious for those skilled in the art to obtain other drawings based on these drawings without creative efforts.
Fig. 1 is a hardware architecture diagram illustrating a voice response system testing method according to an embodiment of the present application.
Fig. 2 shows a flowchart of a method for testing a voice response system according to an embodiment of the present application.
Fig. 3 is a flowchart illustrating another voice response system testing method according to an embodiment of the present application.
Fig. 4 shows a decision tree diagram of interaction flow association provided in an embodiment of the present application.
Fig. 5 is a schematic flow chart illustrating the step of acquiring the feedback result of the interactive flow in fig. 3.
Fig. 6 shows a block diagram of a voice response system testing apparatus according to an embodiment of the present application.
Fig. 7 is a block diagram of an electronic device according to an embodiment of the present disclosure.
Fig. 8 is a block diagram of a computer-readable storage medium according to an embodiment of the present application.
Detailed Description
Reference will now be made in detail to embodiments of the present application, examples of which are illustrated in the accompanying drawings, wherein like or similar reference numerals refer to the same or similar elements or elements having the same or similar function throughout. The embodiments described below with reference to the accompanying drawings are exemplary only for the purpose of explaining the present application and are not to be construed as limiting the present application.
In order to make the technical solutions of the present application better understood by those skilled in the art, the technical solutions in the embodiments of the present application will be clearly and completely described below with reference to the drawings in the embodiments of the present application. It is to be understood that the embodiments described are only a few embodiments of the present application and not all embodiments. All other embodiments, which can be derived by a person skilled in the art from the embodiments given herein without making any creative effort, shall fall within the protection scope of the present application.
The interactive voice response system can provide a powerful telephone automatic service function, which is mainly applied to a customer service Call Center (Call Center) of an enterprise. The system guides the user to reach a specific path for consultation through a voice menu and a key menu by providing a function of menu navigation for the client. For example, a financial institution uses an IVR system to implement automated business promotion and financial product marketing so as to reduce service cost, so that the traffic volume of a call center is very large, and high concurrency exists, and in order to ensure stable operation of the IVR system, especially the IVR system in a 7 × 24h service mode, sufficient tests, including different types of tests such as a functionality test and a pressure test, must be performed before the system is on line.
At present, when a certain function of an IVR system changes with a service, an upstream and downstream related part of a whole service link is required to provide resources to complete a test in a matching manner, including providing flow data, selecting a key menu, selecting a voice menu, and the like, and the test process usually requires a tester to simulate a user to initiate a call to perform a manual test, however, the manual test scheme usually has the problem that a test error is easy to occur due to repeated tests.
In order to solve the above problems, the inventor has made long-term research and provides a voice response system testing method provided in the embodiments of the present application, which may execute an interaction flow associated with a received call request, acquire a test record of the interaction flow if the interaction flow is in a state of waiting for external input, determine a child node of a current node that is not tested according to the test record, further input a response input corresponding to the child node that is not tested to the interaction flow, test the child node that is not tested, obtain a feedback result of the interaction flow, and update the test record according to the feedback result. Therefore, the test record is completed after the interactive process is executed, the problem of repeated testing on the tested nodes is avoided, meanwhile, the system test of multiple functionalities is carried out according to different external inputs, and the test efficiency of the IVR system is greatly improved.
The following first describes a hardware architecture diagram of the voice response system testing method according to the present application.
As shown in fig. 1, in some embodiments, the voice response system testing method provided in this embodiment of the present application may be applied to the voice response testing system 400 shown in fig. 1, where the voice response testing system 400 includes an analog terminal 401, an analog gateway 402, a media server (FreeSwitch)403, a load balancer 404, an emulator 405, a Manager (Test Manager)406, and an analog agent 407.
The voice response testing system 400 may complete testing of the IVR flows, where an IVR flow is an IVR flow to be tested, each IVR flow may have one or more numbers bound to it, and the simulation terminal 401 may call the bound number to implement interaction with the IVR flow corresponding to the bound number. The IVR flow may include a plurality of IVR nodes for testing, and the node types of the IVR nodes may include: playback, playback and key menu, playback and voice menu, interface call, transfer, etc., without limitation. And each IVR flow is preset with a corresponding test path, and each test path comprises at least one IVR node.
In this embodiment, the analog terminals 401 may send a call request (carrying called number information) similar to a client mobile phone, each analog terminal 401 has a terminal number representing its own unique identifier, the terminal number may represent the mobile phone number of the client, and each terminal number needs to be registered in the analog gateway 402. The emulation gateway 402 may emulate a terminal registration server based on Session Initiation Protocol (SIP). The media server 403 may be used to run IVR procedures and may automatically complete IVR routing (IVR procedures bridging to called number associations) according to the call request.
The load balancer 404 may reasonably and uniformly distribute different work tasks to the media servers 403 in the idle state according to a distribution rule (including, but not limited to, a minimum connection method and a polling method) according to the resource usage of the media servers 403, and if all the media servers 403 are in the idle state, the load balancer 404 may distribute according to a random distribution rule.
The simulator 405 is one of the core components for implementing the whole test scheme, and may include a key simulator 405a, a voice simulator 405b, and an interface simulator 405c, where the key simulator 405a may generate a simulated key character or a key character string as required according to the node information of the IVR node and the historical test data of the manager 406, the voice simulator 405b may generate a simulated voice text content as required according to the node information of the IVR node and the historical test data of the manager 406, and the interface simulator 405c may return interface data as required according to an interface call request initiated by the IVR node and the historical test data of the manager 406.
The manager 406 is also one of the core components for implementing the whole testing scheme, and the tester needs to record the node information of all IVR nodes of the IVR flow to be tested and the conversation rules (i.e. test cases) in the manager in advanceAnd 406, recording the IVR nodes which have finished testing currently and the testing result in the IVR flow in real time. Illustratively, assume that there are 3 IVR nodes in IVR flow α: IVR node alpha1IVR node alpha2IVR node alpha3(ii) a IVR node alpha1For push-button menu, IVR node alpha2For voice menu, IVR node alpha3Is called for the interface.
For example, record IVR node alpha1The key menu is 'business transaction please press 1, business consultation please press 2, finish hanging up', the corresponding input node information comprises key options allowed to be input: key characters "1" and "2", key timeout time, wrong key character.
Recording IVR node alpha2The voice menu is that "my own telephone channel supports business transaction, business consultation and manual service transfer, please say the business to be handled", and the corresponding input node information comprises voice option language text allowed to be input: business handling, business consultation, manual service conversion, overtime unanswered time and other wrong option texts.
Recording IVR node alpha3The interface calling is to inquire the customer grade according to the incoming call number, and the corresponding node information input by the interface calling comprises all customer grade classifications and interface return values and abnormal return values corresponding to different customer grades, and the method specifically comprises the following steps:
SVIP：
VIP：
General：
and (4) returning an exception:
the simulation seat 407 has similar functions to the manual seat, has attributes such as a skill group, a working state, a unique identification ID and the like, and can make and receive calls.
In one embodiment, the simulated terminal 401 may initiate a call request, where the call request may include a terminal number (calling number: e.g., 151 × 5288) and an IVR flow number (called number, e.g., 95, 400), the call request is transmitted to the load balancer 404 through the simulated gateway 402, and after acquiring the call request, the load balancer 404 may query the current resource usage of all media servers 403 in the cluster of media servers in real time, and then distribute the call request to the relatively least idle media servers 403.
Further, the media server 403 routes the call request to the corresponding IVR flow according to the called number carried in the call request, so that a "conversation" is formed between the simulation terminal 401 and the IVR flow, and the simulation terminal 401 and the IVR flow are interacted or transferred to the simulation seat 407 with the assistance of the manager 406 until the IVR flow test is completed. It should be noted that the main execution subject of the voice response system testing method provided in the embodiment of the present application may be the media server 403, and the voice response system testing method may also be executed jointly by means of other hardware devices in the foregoing content in the execution process.
Embodiments in the present application will be described in detail below with reference to the accompanying drawings.
Referring to fig. 2, fig. 2 illustrates a voice response system testing method according to an embodiment of the present application, where the voice response system testing method may include the following steps S110 to S150.
Step S110: and executing the interactive flow associated with the received call request.
In the embodiment of the application, the interactive flow is an IVR flow, the interactive flow includes a plurality of IVR nodes, the corresponding IVR nodes can be executed based on the test case to execute the interactive flow, in order to achieve the effect of automatically completing the IVR system test, a dialogue relation can be established between the simulation terminal and the interactive flow, and the simulator can be used for dialogue with the interactive flow to complete the IVR system test.
The call request refers to a request sent by the analog terminal to establish a dialogue relationship with the interactive process, and the call request may include a terminal number (calling number) and an interactive process number (called number). The terminal number may be understood as a mobile phone number of the mobile phone if the simulated terminal simulates the mobile phone. Each interactive process is bound with at least one interactive process number.
As an embodiment, the media resource server may execute the interactive flow associated with the call request when receiving the interactive flow. Specifically, the analog terminal may send a call request, and transmit the call request to the load balancer through the analog gateway, and the load balancer is responsible for transferring the call request to an idle target media server according to resource usage of each media server in the media server cluster, and further, the target media server obtains the call request, determines a corresponding interactive flow according to an interactive flow number in the call request, and executes the interactive flow.
Step S120: and if the interactive flow is in a state of waiting for external input, acquiring a test record of the interactive flow.
Considering the situation that repeated tests occur in the IVR system test process, for example, the same IVR node is repeatedly tested, thereby causing the waste of computing resources. Therefore, in the embodiment of the application, a corresponding test record can be generated when each IVR node is tested, and then the untested IVR node is obtained by querying the test record when the interactive process is executed again, and only the untested IVR node is tested, so that the situation of repeated testing can be avoided. The test record may include a test flag for reflecting the test status of the IVR node, e.g., completed test or incomplete test. The identification of the interactive process refers to a unique Identity (ID) corresponding to the interactive process.
The external input refers to different simulation inputs generated by the simulator during the process of executing the interaction process, such as a key input, a voice input and an interface call input, and it can be understood that the external input is an input for interacting with the IVR system generated when a telephone key is touched, voice communication is performed and customer data is inquired in the process of a customer interacting with the IVR system in the real world.
In one embodiment, during the process of executing the interactive process, when the media resource server is in a state of waiting for external input, the media resource server may obtain an identification ID (for example, ID: d4e1b4086f55) of the interactive process, and obtain node information and a test record of each IVR node in the interactive process according to the identification ID. Specifically, the media resource server may send a query request to the manager, and the manager may query and feed back node information and test records of each IVR node.
Step S130: and determining child nodes of the current node which are not tested according to the test records.
In the embodiment of the application, the current node is used for representing the node which completes the test at the current moment in the process of executing the interactive process. The interactive process is associated with a corresponding decision tree, the decision tree is composed of a plurality of IVR nodes, and the IVR nodes have a parent-child relationship, for example, the IVR node Q includes two IVR child nodes: IVR sub-node Q1And IVR sub-node Q2. It should be noted that the parent-child relationship of the nodes in the interaction process is relative, for example, the IVR node Q may be regarded as the IVR child node Q1And IVR sub-node Q2The parent node of (2) may also be a child node of another node.
As an implementation manner, after the test record is obtained, it may be determined whether there is an untested child node in the IVR node that completes the test at the current time according to the test record, and the untested child node is obtainedAnd (4) nodes. For example, two sub-nodes in the current node IVR node Q are judged according to the test record, and the IVR sub-node Q1And IVR sub-node Q2If it is tested, if IVR sub-node Q1Tested, IVR sub-node Q2If not tested, obtaining IVR sub-node Q1。
Step S140: and inputting response input corresponding to the child nodes which are not tested into the interactive process, and testing the child nodes which are not tested to obtain a feedback result of the interactive process.
According to the embodiment of the application, the simulator is used for simulating the interaction process between the customer and the interaction flow so as to test the IVR system. To this end, a corresponding response input may be input to the IVR node in the interaction flow to simulate an input for the voice response system. Wherein, the response input is the key characters, voice information, interface data and the like allowed to be input by the IVR node in the interactive process, and the response input can be generated by the simulator. The feedback result refers to the state whether the IVR node has finished testing in the interactive process.
As an implementation manner, if an IVR sub-node that is not tested in the interaction flow is obtained, a corresponding response input may be input to the IVR sub-node, and then the IVR node completes a corresponding test case according to the response input. For example, IVR sub-node Q among IVR nodes Q2Untested, the IVR sub-node Q2The test case is that the key 1 corresponds to broadcast voice, and when the simulator sends the voice to the IVR sub-node Q2When inputting the key "1", IVR sub-node Q2And executing the broadcast voice so as to complete the test, and returning the test completion state as a feedback result.
Step S150: and updating the test record according to the feedback result.
In order to avoid the situation of repeatedly testing the IVR nodes when the IVR system is tested, in the embodiment of the application, after the feedback result of the interactive process is obtained, the test record is updated according to the feedback result, so that in the process of executing the interactive process, which IVR nodes are untested nodes can be judged according to the test record, and the untested IVR nodes are tested, so that the occurrence of repeated tests is avoided.
As an embodiment, after each interactive process is executed, the manager may update the test record according to the feedback result of each IVR node. Specifically, each interactive process includes a plurality of IVR nodes, and the manager may complete a test case at each IVR node according to response input to obtain a corresponding feedback result, and further update the test record based on the feedback result.
In the embodiment of the application, the interactive process associated with the received call request is executed, if the interactive process is in a state of waiting for external input, obtaining the test record of the interactive process, determining the sub-node of the current node which is not tested according to the test record, further inputting the response input corresponding to the sub-node which is not tested into the interactive process, testing the untested child nodes to obtain the feedback result of the interactive process, updating the test record according to the feedback result when the interactive process is in a state of waiting for external input, and acquiring associated node information and a test record according to the identification of the interactive process, acquiring a child node of which the current node is not executed according to the test record, further inputting response input corresponding to the child node to the interactive process, acquiring a feedback result of the interactive process, and updating the test record according to the feedback result. Therefore, the test record is completed after the interactive process is executed, the problem of repeated testing of the tested nodes is solved, and meanwhile, the testing efficiency of the IVR system is improved by performing various functional system tests according to different external inputs.
As shown in fig. 3, fig. 3 schematically illustrates another voice response system testing method provided in the embodiment of the present application, and the voice response system testing method may include the following steps S201 to S210.
Step S201: when a call request is received, a resource usage state is acquired.
Step S202: and determining an allocation strategy according to the resource use state.
Considering that a call center needs to face huge telephone traffic, in order to improve the testing efficiency of the IVR system and effectively utilize computing resources, when the interactive flow is executed, a strategy with optimal computing efficiency can be selected to execute the interactive flow according to the resource condition of each media server in the current IVR system. The resource use state refers to a state of current computing resource use of all media servers in the media server cluster running the interactive process.
In some embodiments, if the load balancer receives a call request, the resource usage status of the current media server cluster may be obtained, and the allocation policy may be determined according to the resource usage status. Specifically, if it is detected that the resource usage state of the media server cluster is in an idle state, a random allocation policy is determined to execute the interaction flow. Otherwise, determining a balanced distribution strategy to execute the interactive flow.
Step S203: and executing the interactive flow associated with the received call request according to the distribution strategy.
As an implementation manner, when the load balancer detects that the resource usage states of all the media servers are in the idle state, the interactive process may be executed on any idle media server according to a random allocation policy, and optionally, the detection of the resource adaptation state performed by the load balancer for the media server cluster may be performed in a polling manner, for example, a tester may set a fixed period duration in advance, and then the load balancer may perform polling detection according to the period.
As another embodiment, when the load balancer detects that the resource usage state of a part of the media servers is in an idle state, the interactive process may be performed on the media servers whose resource usage states are in relatively idle states according to the balanced allocation policy.
Step S204: and if the interactive flow is in a state of waiting for external input, acquiring a test record of the interactive flow.
In this embodiment, the specific implementation of step S204 may refer to the description of step S120 provided in the above embodiments, and is not described herein again.
Step S205: and determining all child nodes of the current node according to the decision tree.
The decision tree refers to a set of test paths preset by a tester for different interactive processes. Multiple IVR nodes may be included in the decision tree, and there may be cases where an IVR node has multiple IVR sub-nodes. When the IVR system is tested, a corresponding interactive process needs to be executed according to the decision tree.
Referring to fig. 4, fig. 4 is a schematic diagram illustrating a decision tree associated with an interaction flow according to an embodiment of the present disclosure. The decision tree comprises seven IVR nodes which are respectively a main menu node, a node A, a node B and a sub-node A of the node A1And child node A2Child node B of node B1And child node B2. The test cases corresponding to each IVR node may be:
and (4) main menu nodes: "welcome to call XXX, press 1 for button selection, press 2 for voice selection";
and (3) node A: calling an interface, and inquiring whether the VIP client is XXX according to the phone number of the incoming call;
and the node B: "I am's telephone channel supports business handling and complaint advice, please say the service to be provided for you";
child node A1Child node A2: broadcasting a fixed audio;
child node B1Sub node B2: and (5) manual operation is performed.
As an embodiment, the media server may obtain a decision tree associated with the interactive process from the manager, and obtain child nodes of the current node according to the structural distribution of the decision tree. Specifically, when the analog terminal interacts with the IVR system, the analog terminal sends a call request to the media server, and the media server determines a corresponding interaction flow according to a called number of the call request, and further, a decision tree associated with the interaction flow can be obtained from the manager, and a child node of the current node is obtained according to the decision tree. For example, after obtaining the decision tree, the child node of IVR node a may be obtained: IVR sub-node A1And IVR sub-node A2。
Step S206: and obtaining the test marks of all the child nodes of the current node according to the test record, and determining the child nodes of the current node which are not tested according to the test marks of each child node.
Wherein, the test mark is recorded in the test record, and the test mark is used for indicating whether the child node has completed the test in each test path associated with the specific test type. In this embodiment of the application, when executing to a certain IVR node in an interactive process, the IVR system may initiate menu request information to the simulator, where the menu request information includes an interactive process ID and an IVR node ID, the simulator may send the menu request information to the manager, and the manager may query a test record of the interactive process according to the interactive process ID and query an input allowed by the IVR node according to the IVR node ID. Further, the manager instructs the simulator to complete the test according to the response input generated according to the input allowed by the IVR node, and the manager completes the test record according to the feedback result of the test.
Illustratively, a test record of four interactive flows recorded by the manager is given, and the four interactive flows are associated with the decision tree in the step S205.
The test path of the interaction flow θ is: start → Main Menu → node A1Wherein the simulator generated response input comprises: button 1 (main menu), VIP user (node a calls interface simulator), manager records test records as follows:
main menu: the simulator simulates a key 1, can enter a node A, and completes the test of a lower menu;
and a node A: the interface returns the VIP; can enter A1The node and the lower menu are not tested;
node A1: and (5) broadcasting the words.
The test path of the interaction flow σ is as follows: start → Main Menu → node A2Wherein the simulator generated response input comprises: button 1 (main menu), non-VIP user (node a calls interface simulator), manager records test records as follows:
main menu: the simulator simulates a key 1, can enter the node A, and completes the test of the lower menu;
and a node A: the interface returns a non-VIP; the A2 node can be entered, and the forward direction of the lower menu is tested;
node A2: and (5) broadcasting the words.
The test path of the interaction flow δ is: start → Main Menu → node B1Wherein the simulator generated response input comprises: button 2 (main menu), voice "service transaction" (node B), manager records test records as follows:
main menu: the simulator simulates a key 2, the node B can enter, and the lower menu is not tested;
and the node B: the simulator sends out 'business handling'; can enter B1The node and the lower menu are not tested;
B1and (3) node: and (5) manual operation is carried out.
The test path of the interaction flow μ is: start → Main Menu → node B2Wherein the simulator generated response input comprises: button 2 (main menu), voice "complaint advice" (node B), manager records test records as follows:
main menu: the simulator simulates a key 2, the node B can enter, and the lower menu is not tested;
and the node B: the simulator issues a complaint recommendation; can enter B2The forward direction of the lower menu of the node is tested;
B2and (3) node: and (5) manual operation is performed.
Wherein, the 'lower menu is not tested and completed' is one of the test marks of the IVR node, which is used for indicating that the existing child node of the node is not executed. The "lower menu forward tested completed" is also one of the test flags of the IVR node to indicate that all child nodes under the node have been executed. It should be noted that the forward test refers to a test performed according to a test path of the interactive flow, for example, a test performed one by one from a root node to a leaf node of the decision tree. After the forward test is finished, a reverse test, that is, an abnormal test, including simulating a wrong key, simulating a wrong voice, inputting overtime, overtime the interface, returning wrong data by the interface, and the like, may also be performed, which is not limited herein.
As an implementation manner, the test marks of all child nodes of the current node may be obtained from the test record corresponding to the interaction flow, and the child nodes of the current node that are not tested are determined according to the test mark of each child node. For example, the manager may obtain a test record corresponding to the interaction flow θ according to the interaction flow ID of the interaction flow θ, further obtain a test flag "lower menu not tested complete" of the node a from the test record, and obtain a child node a of the node a1The test of (1) is marked as "not test completed".
Step S207: and acquiring a node identifier corresponding to the sub-node not to be tested, and determining response input corresponding to the sub-node not to be tested in the node information according to the node identifier.
In the embodiment of the application, the node identification is the unique identity ID of the IVR node, and each IVR node in the interactive process has the IVR node ID of the node. In one embodiment, the manager may obtain node information corresponding to the IVR node according to the node identifier, and further obtain a response input corresponding to the IVR node from the node information.
For example, an untested IVR sub-node α when executing into IVR flow α1At this time, the IVR system may initiate a menu request message to the simulator, the menu request message including the IVR sub-node α1The simulator can send the menu request information to the manager, and the manager can send the menu request information to the manager according to the IVR sub-node alpha1Query the IVR sub-node alpha (e.g., YWBL)1Corresponding node information, the child node information including a key option allowing input: key characters "1" and "2", key timeout time, wrong key character. Further, the manager may determine the sub-IVR node α according to the node information1The corresponding answer input may be a keystroke character "1 ", a key character" 2 ", an error key character" X ", and a preset waiting time.
Step S208: and inputting response input into the interactive flow, and testing the sub-nodes which are not tested in the interactive flow according to the response input to obtain a feedback result of the interactive flow.
In some embodiments, after determining the response input, the response input may be performed on the IVR node in the interaction flow, so that after the response input is performed, specifically, referring to fig. 5, step S208 may include steps S2081 to S2083.
Step S2081: and determining a corresponding response instruction according to the input mode of the response input.
In view of the problem of the prior art that the testing scheme for the IVR system is single, specifically, during the testing process, only a single function can be tested, for example, the test object is only the load capacity of the load balancing component, or the pressure resistance of the media server in a high concurrency mode, or is only the selection function of the key menu. Rather than simultaneously solving the test problems of interface invocation, voice menu selection, and key menu selection.
Therefore, the voice response system testing method provided by the embodiment of the application can test the response input corresponding to each IVR node in the interactive process to be tested in a targeted manner, so that the automatic testing capability of the IVR system is improved. The input mode refers to a mode of inputting the response input into the interactive process, and the input mode may include a key input mode, a voice input mode, and an interface input mode according to different input modes of the response input.
As an implementation manner, after acquiring a response input of an untested IVR child node, the manager may determine an input mode corresponding to the response input, and further generate a response instruction according to the input mode, where the response instruction is used to instruct the target simulator to generate a simulated customer interaction manner or simulated interface call data. For example, the key simulator simulates the key characters of the keys manually triggered by the customer, the voice simulator simulates the customer to obtain voice audio or voice text, and the interface simulator simulates the interface data corresponding to the customer data, such as a VIP interface and a non-VIP interface.
Step S2082: and testing the sub-nodes which are not tested and correspond to the node identification according to the response instruction to obtain a test result.
Step S2083: and taking the test result of the child node which completes the test in the interactive flow as the feedback result of the interactive flow.
As an embodiment, the manager may generate, through the simulator, corresponding simulated customer interaction patterns or simulated interface call data for the corresponding child nodes of the node identification according to the response instruction. Further, the media server calls data to execute an interactive process by using a simulated customer interactive mode or a simulated interface, so that the automatic test of the IVR system is realized, the test result of the child node after the test is completed is obtained, and the test result is used as the feedback result of the child node corresponding to the node identifier in the interactive process.
For example, the manager may determine that the response input of the IVR node is the key input mode based on the node ID of the IVR node, generate a response instruction, and transmit the response instruction to the key simulator, so that the key simulator generates a key character or the like simulating a manual key triggering of a client after receiving the response instruction. Likewise, a response instruction may be generated and sent to the key simulator, such that the voice simulator generates a simulated customer voice audio or voice text upon receiving the response instruction. Or generating a response instruction and sending the response instruction to the key simulator, so that the interface simulator generates interface data corresponding to the simulated customer data after receiving the response instruction, such as a VIP interface and a non-VIP interface.
Further, in the process of executing the interactive flow, when the node B plays a suggestion that the node B supports business handling and complaints in the telephone channel of me department and asks for a service to be provided for you, "the voice simulator generates a voice text" business handling "simulating the client to complete the test, that is, the automatic interaction between the simulation terminal and the interactive flow is realized.
Step S209: if the interactive process is executed, recording the feedback result of the node in each level of the decision tree, and judging whether the test marks of all the child nodes of the current node are in the finished test state according to the feedback result of the node in each level.
The feedback result refers to the execution state of each IVR node in the interactive flow obtained after the interactive flow is executed, namely the test result of different child nodes. In order to avoid repeated tests, test records can be generated according to the feedback result of each IVR node, and only untested child nodes are tested by inquiring the test records when different interactive process tests are executed.
As an implementation manner, when the execution of the interactive flow is completed, the node selected by each level in the decision tree and the feedback result corresponding to the node may be recorded according to the test path corresponding to the interactive flow. For example, the test path of the interaction flow σ is: start → Main Menu → node A2. If main menu node, node A and node A2All have been executed, the manager may record the main menu node, node a, and node a2And their respective corresponding feedback results.
Step S210 a: and if the test marks of all the child nodes of the current node are in the finished test state, updating the test marks of the current node corresponding to the specific test type into the finished state.
Wherein the specific test types refer to a forward test and a reverse test. As an embodiment, the forward test flags of all child nodes of the current node may be obtained, and when all the test flags are in the completed test state, the forward test flag of the current node may be updated to the completed test state. The test marks of the reverse tests of all the child nodes of the current node can be obtained, and when all the test marks are in the finished test state, the test marks of the reverse tests of the current node can be updated to be in the finished state.
Step S210 b: and if the test marks of the child nodes of the current node have the incomplete test state, keeping the test marks of the current node corresponding to the specific test type in the incomplete state.
As an embodiment, the test flags of the forward test of all the child nodes of the current node may be obtained, and if the test flag of the child node exists, the test flag of the forward test of the current node remains in an incomplete state. In addition, the test marks of the reverse tests of all the child nodes of the current node may also be obtained, and if the test mark of the child node exists in the incomplete test state, the test mark of the reverse test of the current node is kept in the incomplete state.
For example, when the interactive flow δ is executed, the test flag of the node B is "lower menu not tested completed" when the node B is executed, and further, the interactive flow δ is executed to the node B1When the test flag of the node B is maintained as "lower menu untested completion", further, when the node B to the interactive flow mu is executed2At this time, the test flag of the node B is updated to "the lower menu forward direction has been tested completed".
In the embodiment of the application, when a call request is received, the resource use state is obtained, then the allocation strategy is determined according to the resource use state, and the interaction process related to the received call request is executed according to the allocation strategy, so that the utilization rate of the computing resource is improved. When the interactive flow is in a state of waiting for external input, acquiring associated node information and test records according to the identification of the interactive flow, acquiring a decision tree associated with the interactive flow, acquiring a child node of the current node according to the decision tree, further acquiring a test mark of the current node according to the test record, acquiring a child node which is not tested according to the test mark of the current node, acquiring a node identification corresponding to the child node which is not tested, determining a corresponding response input in the node information of the child node which is not tested according to the node identification, executing response input in the interactive flow, and acquiring a feedback result of the child node which is not tested in the interactive flow.
Further, when the interactive process is completed, the nodes selected by each level in the decision tree and the corresponding feedback results are recorded, whether the test marks of all the child nodes of the current node are in the completed test state or not is judged, if the test marks of all the child nodes of the current node are in the completed test state, the test marks corresponding to the current node and the specific test type are updated to be in the completed state, and if the test marks of the child nodes of the current node have the incomplete test state, the test marks corresponding to the current node and the specific test type are updated to be in the incomplete state. Therefore, the test mark of the father node is determined according to the test mark of the child node in the interactive process, so that the test record is updated, and the situation of repeated tests is avoided.
Referring to fig. 6, a block diagram of a testing apparatus 500 for a voice response system according to an embodiment of the present application is shown. The color sampling control device 500 includes: a flow executing module 510, configured to execute an interactive flow associated with the received call request; an information obtaining module 520, configured to obtain a test record of the interactive process if the interactive process is in a state of waiting for external input; a node determining module 530, configured to determine, according to the test record, a child node of the current node that is not tested, where the current node is used to represent a node that completes testing at the current time in the process of executing the interactive flow; the response input module 540 is configured to input a response input corresponding to the untested child node to the interaction process, test the untested child node to obtain a feedback result of the interaction process, where the response input is used to represent an input for performing response interaction with the untested child node; and a record updating module 550, configured to update the test record according to the feedback result.
In some embodiments, the node determining module 530 may be specifically configured to: obtaining a decision tree associated with an interactive process; determining all child nodes of the current node according to the decision tree; obtaining test marks of all child nodes of the current node according to the test record, wherein the test marks are used for representing whether the child nodes finish testing in each test path associated with the specific test type; and determining the child nodes of which the current nodes are not tested according to the test marks of each child node.
In some embodiments, the record update module 550 may be specifically configured to: if the interactive process is executed, recording the feedback result of the node in each level of the decision tree; judging whether the test marks of all the child nodes of the current node are in a finished test state or not according to the feedback result of the node in each level; and if the test marks of all the child nodes of the current node are in the finished test state, updating the test marks corresponding to the current node and the specific test type into the finished state.
In some embodiments, the record update module 550 may be further specifically configured to: and if the test marks of the child nodes of the current node have the incomplete test state, keeping the test marks of the current node corresponding to the specific test type in the incomplete state.
In some embodiments, the input module 540 may include an acquisition unit, a determination unit, an execution unit, an input unit. The acquisition unit is used for acquiring the node identification corresponding to the sub-node which is not tested; the determining unit is used for determining response input corresponding to the sub-nodes which are not tested in the node information according to the node identification; the input unit is used for inputting response input to the interactive process; and the execution unit is used for testing the sub-nodes which are not tested in the interactive process according to the response input to obtain the feedback result of the interactive process.
In some embodiments, the execution unit may be specifically configured to: determining a corresponding response instruction according to an input mode of response input; testing the sub-nodes which are not tested and correspond to the node identification according to the response instruction to obtain a test result; and taking the test result of the child node which completes the test in the interactive flow as the feedback result of the interactive flow.
In some embodiments, the flow execution module 510 may be specifically configured to: when a call request is received, acquiring a resource use state; determining an allocation strategy according to the resource use state; and executing the interactive flow associated with the received call request according to the distribution strategy.
It can be clearly understood by those skilled in the art that, for convenience and brevity of description, the specific working processes of the above-described apparatuses and modules may refer to the corresponding processes in the foregoing method embodiments, and are not described herein again.
In several embodiments provided in the present application, the coupling of the modules to each other may be electrical, mechanical or other forms of coupling.
In addition, functional modules in the embodiments of the present application may be integrated into one processing module, or each of the modules may exist alone physically, or two or more modules are integrated into one module. The integrated module can be realized in a hardware mode, and can also be realized in a software functional module mode.
The proposal provided by the application executes the interactive flow associated with the received call request, if the interactive flow is in a state of waiting for external input, obtaining the test record of the interactive process, determining the sub-node of the current node which is not tested according to the test record, further inputting the response input corresponding to the sub-node which is not tested into the interactive process, testing the untested child nodes to obtain the feedback result of the interactive process, updating the test record according to the feedback result when the interactive process is in a state of waiting for external input, and acquiring associated node information and a test record according to the identification of the interactive process, acquiring a child node of which the current node is not executed according to the test record, further inputting response input corresponding to the child node to the interactive process, acquiring a feedback result of the interactive process, and updating the test record according to the feedback result. Therefore, the test record is completed after the interactive process is executed, the problem of repeated testing of the tested nodes is solved, and meanwhile, the testing efficiency of the IVR system is improved by performing various functional system tests according to different external inputs.
As shown in fig. 7, an embodiment of the present application further provides an electronic device 600, where the electronic device 600 includes a processor 610 and a memory 620, and the memory 620 stores computer program instructions, and the computer program instructions are invoked by the processor 610 to execute the above-mentioned voice response system testing method.
The processor 610 may include one or more processing cores. The processor 610 interfaces with various components throughout the battery management system using various interfaces and lines to perform various functions of the battery management system and to process data by executing or executing instructions, programs, code sets, or instruction sets stored in the memory 620 and invoking data stored in the memory 620. Alternatively, the processor 610 may be implemented in hardware using at least one of Digital Signal Processing (DSP), Field-Programmable Gate Array (FPGA), and Programmable Logic Array (PLA). The processor 610 may integrate one or more of a Central Processing Unit (CPU) 610, a Graphics Processing Unit (GPU) 610, a modem, and the like. Wherein, the CPU mainly processes an operating system, a user interface, an application program and the like; the GPU is used for rendering and drawing display content; the modem is used to handle wireless communications. It is understood that the modem may not be integrated into the processor 610, but may be implemented by a communication chip.
The Memory 620 may include a Random Access Memory (RAM) 620, and may also include a Read-Only Memory (Read-Only Memory) 620. The memory 620 may be used to store instructions, programs, code, sets of codes, or sets of instructions. The memory 620 may include a stored program area and a stored data area, wherein the stored program area may store instructions for implementing an operating system, instructions for implementing at least one function (such as a touch function, a sound playing function, an image playing function, etc.), instructions for implementing various method embodiments described below, and the like. The storage data area can also store data (such as a phone book, audio and video data, chatting record data) created by the electronic device map in use and the like.
As shown in fig. 8, an embodiment of the present application further provides a computer-readable storage medium 700, where the computer-readable storage medium 700 stores computer program instructions 710, and the computer program instructions 710 can be called by a processor to execute the method described in the above embodiment.
The computer-readable storage medium may be an electronic memory such as a flash memory, an EEPROM (electrically erasable programmable read only memory), an EPROM, a hard disk, or a ROM. Alternatively, the computer-readable storage medium includes a non-volatile computer-readable storage medium. The computer readable storage medium 700 has storage space for program code for performing any of the method steps of the method described above. The program code can be read from or written to one or more computer program products. The program code may be compressed, for example, in a suitable form.
According to an aspect of the application, there is provided a computer program product or computer program comprising computer instructions stored in a computer readable storage medium. The processor of the computer device reads the computer instructions from the computer-readable storage medium, and the processor executes the computer instructions to cause the computer device to perform the method provided in the various alternative implementations provided by the embodiments described above.
Although the present application has been described with reference to the preferred embodiments, it is to be understood that the present application is not limited to the disclosed embodiments, but rather, the present application is intended to cover various modifications, equivalents and alternatives falling within the spirit and scope of the present application.
Claims (10)
1. A method for testing a voice response system, the method comprising:
executing an interactive flow associated with the received call request;
if the interactive process is in a state of waiting for external input, acquiring a test record of the interactive process;
determining a child node of a current node which is not tested according to the test record, wherein the current node is used for representing a node which is tested at the current moment in the process of executing the interactive process;
inputting response input corresponding to the sub-node which is not tested into the interactive process, testing the sub-node which is not tested to obtain a feedback result of the interactive process, wherein the response input is used for representing the input for performing response interaction with the sub-node which is not tested;
and updating the test record according to the feedback result.
2. The method of claim 1, wherein determining child nodes not tested for a current node based on the test record comprises:
obtaining a decision tree associated with the interactive process;
determining all child nodes of the current node according to the decision tree;
obtaining test marks of all child nodes of the current node according to the test record, wherein the test marks are used for representing whether the child nodes finish testing in each test path associated with a specific test type;
and determining the child nodes of the current node which are not tested according to the test marks of each child node.
3. The method of claim 2, wherein the test record comprises a test flag corresponding to the current node and a test flag corresponding to the child node, and wherein updating the test record according to the feedback result comprises:
if the interactive process is executed, recording the feedback result of the node in each level of the decision tree;
judging whether the test marks of all the child nodes of the current node are in a finished test state or not according to the feedback result of the node in each level;
and if the test marks of all the child nodes of the current node are in the finished test state, updating the test marks corresponding to the current node and the specific test type to be in the finished state.
4. The method of claim 3, further comprising:
and if the test mark of the child node of the current node has an unfinished test state, keeping the test mark of the current node corresponding to the specific test type in the unfinished state.
5. The method of claim 1, wherein the inputting a response input corresponding to the untested child node into the interactive process to test the untested child node to obtain a feedback result of the interactive process comprises:
acquiring a node identifier corresponding to the untested child node;
determining response input corresponding to the sub-nodes which are not tested in node information according to the node identification;
inputting the response input to the interaction flow;
and testing the sub-nodes which are not tested in the interactive process according to the response input to obtain a feedback result of the interactive process.
6. The method of claim 5, wherein the testing the untested child nodes according to the response input to obtain the feedback result of the interactive process comprises:
determining a corresponding response instruction according to the input mode of the response input;
testing the untested child nodes corresponding to the node identification according to the response instruction to obtain a test result;
and taking the test result of the child node which completes the test in the interactive flow as the feedback result of the interactive flow.
7. The method of claim 1, wherein performing the interactive flow associated with the received call request comprises:
when a call request is received, acquiring a resource use state;
determining an allocation strategy according to the resource use state;
and executing the interactive flow associated with the received call request according to the distribution strategy.
8. A voice response system testing device, the device comprising:
the flow executing module is used for executing the interactive flow associated with the received call request;
the information acquisition module is used for acquiring the test record of the interactive flow if the interactive flow is in a state of waiting for external input;
a node determining module, configured to determine, according to the test record, a child node of a current node that is not tested, where the current node is used to represent a node that completes testing at a current time in the process of executing the interaction flow;
the response input module is used for inputting response input corresponding to the sub-nodes which are not tested into the interactive process, testing the sub-nodes which are not tested and obtaining a feedback result of the interactive process, wherein the response input is used for representing the input for response interaction with the sub-nodes which are not tested;
and the record updating module is used for updating the test record according to the feedback result.
9. An electronic device, comprising:
a memory;
one or more processors coupled with the memory;
one or more applications, wherein the one or more applications are stored in the memory and configured to be executed by the one or more processors, the one or more applications configured to perform the method of any of claims 1-7.
10. A computer-readable storage medium, characterized in that a program code is stored in the computer-readable storage medium, which program code can be called by a processor to execute the method according to any of claims 1-7.
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