Testing Services provides a platform for QA professionals to discuss and gain insights in to the business value delivered by testing, the best practices and processes that drive it and the emergence of new technologies that will shape the future of this profession.

September 28, 2018

Chatbot- A digital assistant in Banking Industry

 

Chatbot- A digital assistant in Banking Industry

Financial institutions across the globe are assessing the viability of deploying chatbots for varied objectives, consumers of information range from end customers to CXOs, FS industries are testing out various approaches to proactively deliver insights to the customers based on his/her transactional history and digital profile, example

  • Suggesting investment options depending on savings bank balance and risk profile
  • Giving market related news and impact on portfolios
  • Recommending ways to use reward points of credit cards

Firms are experimenting to authenticate customers based on voice samples from natural conversation and help complete transactions quickly, chatbots is proved to deliver predictive insights to CXOs across all key areas such as sales insights, performance of partners, fraud prevention, risk management, customer profitability and risk analysis, regulatory reporting, market information and benchmarking, customer lifecycle management, survey insights, net promoter score and customer feedback analysis across channels, Internal employee management etc.

Which branch in Singapore has had the maximum business since the beginning of the day ?

Can you check from RBI document of the last 5 years if i can host my card disaster recovery system in Australia ?

What is the on-ground feedback for the eKYC offering launched 2 months back ?

Growth in digital payments post-demonetization in India is unsatisfactory, please schedule a meeting with digital team


Chatbot is changing the face of the communication interface by adopting Artificial Intelligence, it brings huge change and simplifies overall banking experience for the customers, each customer is served with a most personalized approach, provides 24*7 support, resolves query, updates client KYC, Information on new schemes and services around the clock etc. it is predicted "By 2022, 40% of customer facing employees and government workers will consult daily on AI virtual support agent for decision or process support".

By using chatbot channel for communication with customers, banks can achieve a higher market value without annoying the customer. AI is tremendously empowering banking institutions and retail banking customers further by taking large amounts of data, and making it easily accessible anytime to the individual account holders, in the mode of a chat interface.

Chatbots on their current form has reached certain level of maturity, they are developed for specific tasks and unable to suitably handle specialized queries requiring knowledge outside the functional domain, so the capabilities and features of chatbots still has to be enhanced in order to create a completely different experience for banking customers by combining knowledge across all relevant segment areas and providing better insights to the user. This will give rise to a new conversational banking where results are delivered instantly through real time conversations, thus facilitating better decision making, below are some key factors to consider,

  • Significantly drive customer loyalty by adding a new dimension to the power of 'personal touch' and massively enhance customer delight and loyalty.
  • Create a cognitive financial institution by developing cognitive capabilities and deeply customized offering is a key idea for moving to the higher level of conversational banking.
  • Analyze and experiment with integration with other latest upcoming technologies by partnering with technology giants and leverage innovative technologies.

One of the study reveals that the majority of consumers prefer getting speedy information that resolves their immediate requirements which should be identical to traditional search engines, In some scenarios, they would prefer to talk to a person more than they want to deal with any form of artificial intelligence (AI) machines, according to a new study from STARTEK, why? Its because

  • Support for customers by anticipating and acting on needs,
  • Assure customers about their choices,
  • Identify and resolve confusing or complex situations, and
  • Build relationships

However, researchers also found customers don't need a steady diet of personal contact always. While 85% of customers prefer talking to a customer service representative most of the time -- especially when the issue is so personal or complicated -- but they're OK with digital channels as well for more routine issues. In fact, almost a quarter of customers said they initiated their most recent contacts with service through email and chat, care is what matters to customers most.

 

September 26, 2018

The next frontier of RPA: Intelligent Process Automation

We must not be afraid to push boundaries; instead, we should leverage our science and our technology, together with our creativity and our curiosity, to solve the world's problems.
                                                                                                                                               ~ Jason Silva

Robotic Process Automation (RPA) is now mainstream. But is RPA enough? RPA is automation for today. What would be automation for tomorrow? With AI slowly becoming all pervasive, AI in RPA should be made an integral part of any enterprise level RPA. AI powered RPA can help realize the ultimate goal of Intelligent Process Automation.

Let us consider the case of Test Management. This consists of different tasks as listed below.
  1. Review access requests from various users for various tools and platforms across the entire QA organization
  2. Create multiple user roles and revoke/modify them as and when required
  3. Upload test cases in the right location
  4. Update execution status
  5. Generate different reports/statistics and send to the relevant stakeholders
For the sake of ease, let us pick one of the tasks - review access requests for all users across the entire QA organization. If the access request is keyed in a form available online, the RPA bot can read the digitized inputs, check if the person requesting the access is to be assigned that particular role against a database and assign/deny the access.

Imagine executing this process for thousands of users manually across the entire organization. A human FTE doing this task will take many person hours to accomplish this. And moreover, there is a risk of a slip-up. The task is repetitive, mundane, follows a sequence of steps and high volume. Using RPA, this chunk of access granting can be done in a fraction of the time required by the human FTE.
Test_Management_4.png
Now, let us consider the same scenario from a different perspective. Imagine someone who needs to be assigned to a certain project but is not able to access request form and drops a mail to the admin. Can the RPA bot read through the mail and check the required requirements for granting access to the user from the mail?

No! This scenario would require understanding the mail and then initiating the process. Basically, a judgement call along with NLP capabilities. RPA tools are rule-based. What we need here is an intelligent algorithm that can learn how to take a decision.

Or, if a certain technicality in the access review process changes, the whole RPA execution would come to stand still until we reconfigure the changes in the RPA bot.

Add AI to RPA in Access review process, what do we get?
  1. Understand unstructured data: Based on an email from the user, AI powered RPA can pick up relevant inputs using NLP and grant/deny access
  2. Self-learn capabilities: For any process change, AI powered RPA would have self-learning capabilities to adjust to the new process without any human reprogramming
  3. Analytics: AI powered RPA can work with the large amount of access requests to prioritize the critical requests or come up with trends or insights with respect to the access grant process
To elucidate it with another example, we cannot use RPA to play chess. Because it would require laying out the rules for billions of combinations (there are 288 billion chess games possible). But AI can look at the moves of the player, learn from the thousands of chess games played before and come up with a move without the rules being explicitly laid out for it. 

Executing a task in a particular sequence is RPA done properly. Working with unstructured data, self-learning from the thousands of completed tasks, analyzing the sequences and adjusting the tasks to achieve greater efficiency is Artificial Intelligence.
Intelligent Process Automation.jpg
The next wave of RPA is RPA powered by AI, the cognitive RPA. Implementing AI with RPA to enable supervised learning/unsupervised learning/cognitive capabilities to self-learn and optimize processes along with producing insights is the need of the hour. Traditional enterprise RPA solutions should start inculcating Artificial Intelligence/Machine learning capabilities in their offerings. This is what would help us achieve Intelligent Process Automation.

September 22, 2018

MY dream which WE can turn into a reality

Naju D. Mohan, Delivery Manager, Data Services, Infosys Validation Solutions

She still remembered walking in the humid Indian summer, with sweat dripping down her back along with her two clients from the United States. They had never seen these gentle giants so close in America, though they were into the business of outdoor adventure. They seemed to soak in every bit of the smell of freshly cut grass and coconut, awaiting the elephants bathing in the lake. She sat on the wooden bench impatiently twiddling her thumbs, for it was her 5th trip in the last six months to the elephant centre with various visiting dignitaries. It was that conversation she had with her clients, which occupied every waking moment of her life, apart from work for the next few years.

She was fond of traditions and flowering forests, as she grew up in a small village near a temple. The idea of a 19-day Everest base camp adventure trek ignited her spirits. She spoke about it in detail with her clients, collected all details about the trek and started planning for the expenses. The image of her old parents travelling 30km daily on an old Bajaj Chetak through dusty village roads to their small family shop sprang up in her mind. She had to save for the next three years for her 19-day trek, instead of an Alto 800.

Her dream which kept her going for the last six years was turning into a reality. Her parents drove down from village in their new car to the city where she worked. They had brought with them her favourite childhood snack, homemade murukku, to pack for her trekking. The sunlight which shone through the window was mesmerizing, but the mother noticed a paleness on her daughter's face. She had made a last minute order for insulated jacket through an online portal. She found her bank account empty, the next day. She had become yet another victim of online fraud.

She was distraught sitting on the electric blue carpet, with the triangle of white light advancing through the room. She wished, if only she had asked her bank to use Infosys validation solution to prevent online card skimming. If only her bank had provided a timely alert using Infosys' analytics solution about the credibility of the online portal. Wishing wisely does not come easily to us. We use a thousand products of various companies with full faith. My small dream, is that each one of us make those companies aware of Infosys validation solutions and offerings!!!

June 7, 2018

Quality Assurance In Chatbot Powered Conversations

Quality Assurance in chatbots powered conversations

Conversational chatbots are in phase of revolutionizing the way that interaction takes place with customers across industries as this would replace websites and some applications since chatbots use the most natural method of human interaction - a dialogue. It is the advent of a technology era and simplifies the traditional interaction processes via phone by providing instant, tailored, two way conversations at scale and all through natural human language. Ensuring quality in these interactions paves a way for testing widely. Though the usual web application testing, like functional, compatibility, security and performance testing is required, it is important and necessary to have usability testing first for a great chatbot, some of the top features to test to create an engaging experience and make users come back for more would be Interaction, Answering, Navigation, Handling errors etc. Agile and continuous testing models are excellent approaches to be followed for chatbot testing as minimum viable product can be enriched during each iteration.

Creating a machine that can be useful with novelty features is challenging and ensuring quality for such an entity comes with different obstacles when compared to existing software. The underlying principle for any well performing chatbot is to keep it simple, stupid which means a bot shouldn't be built to answer any question, instead there should a definition in details as what they need to perform flawlessly focusing first on frequent cases, then possible cases and lastly address infrequent requests. Testing methods defined should address each of its components, starting with input, knowledge base, intelligence and reasoning, infrastructure where bot will be hosted, connectivity and voice communication etc.

Industries across have begun transforming their voice process to conversational chatbots and are considering adoption of Chatbots as modern age contact Centre executives, minimizing turnaround time and cost along the way. Due to the novelty of this technology, most users have a tendency to treat the app as a real person during their Interaction with a chatbot, hence testing should be more focused on achieving the consistency of the app which means maintaining the same voice during entire conversation as the users shouldn't feel that they are talking to a different customer representative. Chatbots are required to do more than if/then controls as they can parse text and create their own answers, testers should play with different combinations of inputs and variations of the same input to identify the sytem's ability to understand. Advanced chatbot requires adequate testing and debugging.

A well-developed chatbot should be available round the clock for conversations with customers, provide similar experience regardless of the channel: may it be mobile, web etc., ability to flawlessly interpret various languages commonly conversed, should restrict response format to an easy to understand text, images and unified widgets for better conversations, provide swift response to any query without any delay or making the customer wait, capable of remembering customer interests or preferences and uses order history to recommend products, studies from customer responses to the products advertised, and cross sells effectively, Improves efficiency and reduces turnaround time through speedy information delivery, does mundane tasks at high speed, gives specific user input at each point, learns from client feedback and improvises, thus enhancing the end user experience by understanding the context and responding the user with most appropriate information even to the extent of distinguishing the slang or irony.

 

Chatbots are excellent examples of software that can be developed using Agile approach, to ensure no bugs are crawling into the bot, testing is good to be performed at each iteration. In the initial stages ensuring business logic, and in later phases automation helps QA teams to deliver improved version into the market, the significant Quality Assurance challenges of the chatbot automation process includes huge number of test cases, lack of previous prototypes, security, and of course lack of business logic prior to starting implementation. Next generation chatbots or interfaces should be more QA tested for behavior, dialogue accuracy, speed, Localization and multi lingual support, compatibility across platforms and collecting the right data and improve etc.  Large number of clients across industries have foreseen the power of these new interfaces and are already investing to create and deliver a value through chatbot powered conversations.


March 14, 2018

Future is Intelligent systems: Are you ready to test them?

Author: Harleen Bedi, Industry Principal, Infosys Validation Solutions

Artificial Intelligence (AI) is frequently making headlines with various possibilities that it offers to make our lives easier and how it is driving innovation in all spheres of our lives. There are opportunities for AI applications in almost all domains/ fields - right from home automation, personal virtual assistants, automated service agents, fraud detection, preventive maintenance, personalized experiences, financial advisory, healthcare recommendations and many more.  Multiple reports or studies predict huge market potential for AI and associated technologies.

Continue reading "Future is Intelligent systems: Are you ready to test them?" »

January 16, 2018

Infosys Business Assurance Store - Fast Forward QA with the power of a Million

Author: Rajneesh Malviya, Vice President and Delivery Head, Infosys Validation Solutions

There is a famous psychological thriller where the protagonist - a patient with anterograde amnesia (short-term memory loss) - sets out on a journey to avenge the death of his beloved girlfriend. To overcome his condition, he uses photographs, notes and tattoos on his body to remind him of various events. I can't help but think that without these cues - these photographs, notes and tattoos - his mission was doomed to fail. So, he needed either his own memory to support him or the presence of some external system that captured memories in different forms. In this particular story, another individual helps him by scanning these notes/photographs to understand the background.

Continue reading "Infosys Business Assurance Store - Fast Forward QA with the power of a Million" »

January 2, 2018

Big data validation for a memorable digital customer experience

Naju D. Mohan, Delivery Manager, Data Services, Infosys Validation Solutions

I have often heard from my colleagues, sales team members and sometimes even clients on what and how exactly do you validate big data and data insights? This is not surprising to me, since big data and occasionally even the insights derived from it is a black box for most of them. For a whole lot of people, it is lots and lots of data which traverses across systems, gets churned by algorithms, which most of us have forgotten after our school years and finally displayed using fancy visualizations making it a mysterious world. Let me make a modest attempt to take you through the journey of big data for a common use case, which we have experienced in our daily lives. I shall take a pause at each step of data flow and explain what has to be tested and how we confirm on data quality. 

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December 13, 2017

An approach for model validation from Functional and Technical perspective

 Author: Kuriakose K. K., Senior Project Manager, Infosys Validation Solutions

Once a model is built and trained using the training data, you need measures to understand the confidence level you can have on the model. In order to gain this, you start using the model in real production scenarios.

In order to validate the model one needs to test the model both from the intended usage perspective in terms of functionality and also validate the models statistical significance from technical perspective.

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October 25, 2017

Testing Traditional Databases vs NoSQL Databases

Author: Surya Prakash G., Delivery Manager, Infosys Validation Solutions

When was the last time you heard the words "Big data", "Traditional Database", and "NoSQL database". These words are heard every second now and are widely used terms in every IT organization and across different industry verticals. These terms signify the way technology changes are happening due to huge data that is getting generated through various means (IOT, Social media, Sensors etc.).

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July 12, 2017

Allure of Cloud may fade away without proper data validation

Naju D. Mohan, Delivery Manager, Data Services, Infosys Validation Solutions

The need to validate integrity, correctness and completeness of data, residing in the cloud is increasing every second with the penetration of mobile devices and the inter connection of computing devices through internet. Cloud seems to be establishing itself as the best possible alternative to meet these data storage and processing demands. Data management capabilities of traditional data stores are revamped to meet the demands for huge volume and variety of data in cloud storage. This calls for new testing techniques and tools for ensuring 100% data validation.

Continue reading "Allure of Cloud may fade away without proper data validation" »