System and method for automated chat testing

1. A system for automated testing of a chat-based interaction environment, comprising:

a test case management platform stored and operating on a network-attached computer;

a text chat cruncher computer attached to a network and comprising programmable instructions stored and operable thereon to execute text chat test cases;

an interaction router computer attached to the network and comprising programmable instructions stored and operable thereon to route incoming interactions; and

a contact center manager computer attached to a network and comprising programmable instructions stored and operable thereon to manage contact center interactions;

a chat classifier computer attached to a network and comprising programmable instructions stored and operable thereon to analyze live customer text chat requests and test text chat requests;

wherein the test case management platform allows a user to configure operation of the system;

wherein the text chat cruncher computer operates a plurality of virtual customers as independent software agents under control of the programmable instructions for executing text chat test cases;

wherein the contact center manager computer operates a plurality of virtual agents to participate in chat session with virtual customers;

wherein the interaction router simultaneously routes both live customer text chat interactions to real human agents and test text chat interactions to virtual simulated agents;

wherein the text chat classifier computer classifies interactions according to their nature as either live customer text chat interactions or test text chat interactions to enforce boundaries between a running test and an operating contact center environment.

2. The system of claim 1 , further comprising a desktop automation computer comprising programmable instructions stored and operable thereon;

wherein the desktop automation computer operates a real or simulated agent desktop for testing of agent experience and software functionality.

3. The system of claim 1 , further comprising a database;

wherein components of the system access and store data in the database.

4. The system of claim 3 , wherein the test case management platform may display reports generated from stored data.

5. A method for operating a system for automated testing of chat-based interaction environments, comprising the steps of:

beginning execution of a test case using a test case management platform stored and operating on a network-attached computer;

creation of virtual agents and virtual customers within the system using a text chat cruncher computer attached to a network and comprising programmable instructions stored and operable thereon to execute text chat test cases;

initiation of a chat session between virtual customers and virtual agents using the text chat cruncher computer; and,

routing, via an interaction router computer attached to the network and comprising programmable instructions stored and operable thereon to route incoming interactions, a plurality of substantially simultaneous live customer text chat interactions to real human agents and test text chat interactions to virtual simulated agents;

classifying a chat session to classify it either as a live customer text chat interaction or a test text chat interaction using a text chat classifier computer comprising programmable instructions stored and operable thereon to enforce boundaries between a running test and an operating contact center environment.

6. The method of claim 5 , further comprising the step of:

interacting with a real or simulated agent desktop using a desktop automation computer comprising programmable instructions stored and operable thereon for additional testing of agent experience and software functionality.

7. The method of claim 5 , further comprising the step:

logging of output data from previous steps into a database or other storage medium.

8. The method of claim 7 , further comprising the step:

generation of a report from logged output data.