What is chatbot?

ChatBOT is short form of ChatRobot which is simply a computer virtual assistant. we can say it an
Artificial intelligence tool through which human interacts with it using NLP that is Natural language
processing and also the Chatbot replicates human intents and get trained by itself. So it allows a form of
interaction between the human and machine.

NLP- NLP helps the chatbot to understand the Intent of the user and for asked query it replies the same
way like human does.

NLP->NLU and NLG

Chatbot has predefined scripts and Machine learning through which when a question is being asked the
chatbot will respond based on what it knows about that query at that point of time. initially the chatbot
has to be trained. For example if I say today is holiday then it will take date by itself since we have
already specified Date,month and year while developing the BOT.

So here if I say 14th feb is a holiday then here Holiday will be intent and Date 14th feb will entity for the
Bot.

How BOT is trained behind is: there are so many ways to ask a query and BOT will get trained based on
that.it is not necessary to ask each and every kind of query and train the BOT, here BOT will get trained
by itself.

So if I say 25thdecenmber is a holiday for Christmas, here 25th December is an entity and Holiday is an intent.

Developer is expected to train the BOT about the intent and the entity provided by the user.

What happens if user ask a query to BOT then BOT will pass this query to the AI services one of the
example for AI services is Luis( Language Understanding Intelligent Service), by using this service
BOT is actually getting acknowledged about the Intent and Entity.
LUIS will help BOT to extract the intent and the entity from the query asked. based on trained
data Luis finds the answer to that query and then send back to BOT through NLP.
If BOT do not have any answer for the query asked then it will go to the human operator or
service team or else it will reply as yet I don’t have any information about. So in the both the
cases BOT is trained optherwise bot will get lost , it will become silent.
*The Most important thing to understand while testing this is ChatBOT works on confidence
game.
The more confident it is the more accurate it will be for any query.
So when i say 25th is a holiday for Christmas and if somehow in the same database developer is
training Bot that 25th is a working day or I say on 25th December I will be working then the
confidence gets very low and this I have seen practically in the developers machine.
One more example – if user1 says 25th December is the holiday for Christmas and User2 says
14th feb is the holiday for Christmas the BOT’s confidence will get down and it may get either
lost or some inappropriate response may come. we cannot ask developer to put accurate values
sometimes it has to be dynamic and Developer has to specify the reason or add more
information to the BOT about that sentence.

So how BOT is intelligent- if Bot’s confidence about 25th December being holiday is above 85%
then when you ask BOT what is on 25th December? Bot will answer -> it’s a holiday, If you ask
when is Christmas -> Bot will respond -> Christmas is on 25th December. What ever data is
given there to train the BOT it will comeup with that. If you just send query” Christmas “ to the
BOT, what ever it has knowledge trained about the Christmas it will come up with the same.
One more example I can give you for BOT being intelligent is – suppose I say Book a flight for
two two people from Kolkata.
Then BOT should ask me on which date -> I will give the date like 14th feb.
Then again BOT will ask me to which destination. Or if I ask the same query in some other way
like – Book a Flight on 15th feb- BOT should ask me first from where you want to book?
I responded Kolkata, then it will ask to which destination, then How many people are there?
This was about Chatbot ,how it works how a tester should test this.

I have worked in 3 chatbots POCs and in the 4th one I have partially tested as I was already
testing two POCs over occupancy I was not able to test fully the 4th POC.
Amelia chatbot, Mela SnR, Mela Finance, Mana ATA all these Chatbots were virtual assistant
for the customers to either provide solution to their issues or creating CSR’s for their issues.
So here Amelia and Mela SnR both the POC’s were implemented for telecom department.
Where user has to create CSR, View CSR, check CSR status, Find solution or find any relevant
document if there is in the databse. Now We dont have stable environment for Amelia, Mela
SnR, Mela Finance but from Mela SnR and MANA ata I can demonstrate.
All these POC’s comes under Cognitive automation department and Our developer is from
Avaamo Company which is best known for AI work.
MANA ATA – this poc is also for telecom operators and installations of various machines
outdoor as well indoor. this POC was of broad spectrum, still UAT is going on from last 15 days.
This MANA ATA for which I am going to demonstrate it has many features other than question
answer like Uploading an image, Voice /Text input, providing feedback which will directly boost
the confidence of the BOT or make it low, Navigation from BOT to document.
This is Mobile specific Chat bot. now only you can try its very simple if anyone can just install it
on his phone. Am providing the link, before that I must tell you what is this Particular BOT used
for. https://drive.google.com/file/d/1pxd2q8jYAq9ZeJDdxfUaY0gE005MHHRE/view
so, What happens here Telecom engineers are installing some machines outdoors after
installation they take picture of that and upload it to Bot to ask whether this installation is correct
or not.is there any leakage or something wrong. Based on the data provided to the BOT all
process discussed BOT comes up with suggestion and decision that yes it is installed correctly.
This was one part, second is From FAQ user can ask any doubt or ask for any information Bot
will provide result for those queries by fetching data from the provided database for that.
Like we will see here in a document will get loaded which is also there in database from where
Bot is fetching result a particular section with limited number of words are displayed.

MELA SnR- Bot is managing all “ customer service record (CSR)” also documents
Small talks verbiages are one of the Important part of conversation testing.

What to learn-
Test strategy – infy
Jira
Open ALM
Octane
Outsourcing
Analytical skill
Agil0065

REST APIs Automation Testing