“What is the value of testing chatbots?” — A question that hits right in the heart of every passionate tester. Seeing it again in my inbox, it’s time to shed some light on this topic.
First – Chatbots are Software
“Thank you, Captain Obvious” is what you might think. But in fact, that’s not that clear for everyone. Conversational AI, meaning chatbots and virtual assistants are Software programmes. And Software needs to be tested. This is common sense in the industry right now but it took us decades of time and billions of error fixing costs in production to learn it.
According to the National Institute of Standards and Technology (NIST) Software bugs cost the U.S. economy $60 billion every year.
Second – The value of testing
The value of testing is derived from quality. And quality means the satisfaction a user can feel every time he talks to a chatbot or virtual assistant. This is why we call the whole discipline “Quality Assurance”. And of course confidence. A high confidence level to ship products into production environments is from utmost importance in agile projects.
Automation is the key enabler. Test automation leads to early identification of defects and unwanted behaviour. Decreasing the time to market as a result and the costs of quality while amplifying the end-user satisfaction level at the same time.