API Automation

ChatBot - AI-Powered Customer Support Platform

Manual and Automation QA Engineer

AI-driven customer support chatbot delivering instant, 24/7 assistance with high accuracy and satisfaction.

SaaS
Technology
January 2025 - January 2025

Tools & Technologies

Testing Tools

SeleniumPostmanJIRATestNGJenkins

Technologies

PythonAgileCRM IntegrationAI/ML

Problem Statement

Need for an intelligent chatbot that could handle customer queries accurately with natural language understanding and seamless CRM integration.

Approach

Designed and executed manual and automated test cases to verify chatbot response accuracy, natural language flow, and integration with CRM systems. Conducted API, functional, and regression testing.

Testing & Automation Strategy

Worked with developers and AI engineers to identify model issues, track defects, and optimize conversational accuracy. Ensured system scalability through load and performance testing.

CI/CD Integration

Integrated automated tests into Jenkins pipeline. Set up continuous testing for response accuracy validation and CRM integration verification across web and mobile interfaces.

Before vs After Comparisons

Customer Support Response Time

Human Support Team

Traditional customer support with human agents handling tickets during business hours, resulting in queue delays and inconsistent response times.

AI Chatbot

AI-powered chatbot with natural language understanding providing instant responses, escalating complex issues to human agents when needed.

Key Improvements

Avg Response Time

100%
Human Support Team
4.5 hours
AI Chatbot
<3 seconds

First Contact Resolution

44%
Human Support Team
62%
AI Chatbot
89%

Customer Satisfaction

31%
Human Support Team
72%
AI Chatbot
94%

Support Availability

140%
Human Support Team
10 hrs/day
AI Chatbot
24/7

Support Team Efficiency

Without AI Assistance

Support agents manually handling all queries including repetitive FAQs, password resets, and basic troubleshooting.

With AI Chatbot

AI handles routine queries automatically, allowing human agents to focus on complex issues requiring empathy and judgment.

Key Improvements

Tickets/Agent/Day

89%
Without AI Assistance
45
With AI Chatbot
85

Repetitive Query %

88%
Without AI Assistance
65%
With AI Chatbot
8%

Agent Burnout Rate

75%
Without AI Assistance
High
With AI Chatbot
Low

Cost per Ticket

79%
Without AI Assistance
$12
With AI Chatbot
$2.50

CRM Integration Quality

Manual Data Entry

Agents manually logging conversations, updating customer records, and tracking issue history in CRM.

Automated CRM Sync

Real-time automatic CRM updates with conversation transcripts, sentiment analysis, and customer history tracking.

Key Improvements

Data Accuracy

28%
Manual Data Entry
78%
Automated CRM Sync
99.5%

Sync Delay

100%
Manual Data Entry
2-4 hours
Automated CRM Sync
Real-time

Missing Records

99%
Manual Data Entry
15%
Automated CRM Sync
0.1%

Time on Admin

86%
Manual Data Entry
35%
Automated CRM Sync
5%

Customer Support Response Time - Key Improvements

+ 140%
Support Availability
+ 100%
Avg Response Time
+ 44%
First Contact Resolution
Response time reduced from 4.5 hours to under 3 seconds.
First contact resolution improved by 44% with AI-driven answers.
Customer satisfaction increased from 72% to 94%.
24/7 availability ensures support anytime, anywhere.
Bottom Line: Achieved up to 140% improvement across key metrics

Support Team Efficiency - Key Improvements

+ 89%
Tickets/Agent/Day
88%
Repetitive Query %
79%
Cost per Ticket
Agent productivity nearly doubled with AI handling routine queries.
88% reduction in repetitive queries reaching human agents.
Significantly reduced agent burnout by eliminating tedious tasks.
79% cost reduction per ticket through automation.
Bottom Line: Achieved up to 89% improvement across key metrics

CRM Integration Quality - Key Improvements

99%
Missing Records
+ 86%
Time on Admin
+ 28%
Data Accuracy
Data accuracy improved from 78% to 99.5% with automated logging.
Real-time sync eliminates delays in customer record updates.
Missing records reduced by 99% ensuring complete customer history.
Agents spend 85% less time on administrative tasks.
Bottom Line: Achieved up to 99% improvement across key metrics

Code Examples

API Test for Chatbot Response

Postman/RestAssured test for validating AI chatbot response accuracy.

java 
@Test
public void testChatbotResponseAccuracy() {
    String userQuery = "What are your business hours?";

    Response response = given()
        .header("Content-Type", "application/json")
        .body("{\"query\": \"" + userQuery + "\"}")
    .when()
        .post("/api/chatbot/query")
    .then()
        .statusCode(200)
        .body("response", notNullValue())
        .body("confidence", greaterThan(0.8f))
        .extract().response();

    Assert.assertTrue(response.getTime() < 2000, "Response time should be under 2 seconds");
}

Results & Impact

Validated real-time response generation and user query handling. Ensured system scalability and uptime through comprehensive load and performance testing.

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