Voice AI Testing for Telecommunications
From 24 Intents to 100+ Flows—Test Every Branch
Automatically test telco IVR and voice agents across complex flows with 5-6 decision points, SMS callbacks, and multi-step journeys. Validate SIP routing, deterministic coverage, and Gen AI IVR transitions.
Hamming works with
Generate Telco Call-Flow Scenarios Automatically
Create comprehensive test suites covering 100+ flows, 30+ intents, and complex branching logic. Achieve 100% deterministic coverage with test fixtures.
Test Complex Branching Logic
- Handle 5-6 decision point flows: SMS availability, payment status, router usage, connection outcomes
- Break complex flows into smaller test cases with controlled variation in each branch
- Use test fixtures to guarantee 100% coverage of specific paths vs probabilistic coverage
Dual-Mode Input & ASR Robustness
- Check DTMF tone detection across SIP trunks and codecs
- Validate key ASR phrases (billing, technical support, cancel service)
- Fallback between voice and DTMF with clear reprompts
Preserve Context Across Transfers
- Validate queue/skill accuracy and overflow behaviors
- Preserve ANI/CLI, ticket IDs, last intent, and IVR path
- Handle unavailable agents and callback scheduling gracefully
Test Suite Generation
Generate Telco Call-Flow Scenarios Automatically
Create comprehensive test suites covering 100+ flows, 30+ intents, and complex branching logic. Achieve 100% deterministic coverage with test fixtures.
Test Complex Branching Logic
- Handle 5-6 decision point flows: SMS availability, payment status, router usage, connection outcomes
- Break complex flows into smaller test cases with controlled variation in each branch
- Use test fixtures to guarantee 100% coverage of specific paths vs probabilistic coverage
Dual-Mode Input & ASR Robustness
- Check DTMF tone detection across SIP trunks and codecs
- Validate key ASR phrases (billing, technical support, cancel service)
- Fallback between voice and DTMF with clear reprompts
Preserve Context Across Transfers
- Validate queue/skill accuracy and overflow behaviors
- Preserve ANI/CLI, ticket IDs, last intent, and IVR path
- Handle unavailable agents and callback scheduling gracefully
AI Voice Agent Testing
Comprehensive Telco Voice Agent Validation
Automate testing across 32+ user intentions including legal, compliance, and troubleshooting workflows. Validate Gen AI IVR transitions.
Test SMS and Callback Scenarios
- Validate SMS links sent during calls and user confirmation flows
- Test callback scenarios where users don't call back (resolved via SMS) or call back 12+ hours later
- Ensure persistent phone numbers for CRM user identification
Caller Authentication & Sensitive Data Handling
- Test MFA with PIN/OTP/security questions and lockout behavior
- Validate session timeout and secure credential handling
- Ensure PCI-aligned payment info capture and storage avoidance
Validate Gen AI IVR Transitions
- Test transition from flow-based IVR to Gen AI-powered IVR
- Validate that Gen AI handles same 24+ intents with natural language
- Compare accuracy, latency, and customer satisfaction across IVR generations
Concurrency Load Testing
Network Reliability & Call Volume Simulation
Simulate carrier-grade conditions—concurrency spikes, jitter, packet loss—to protect call quality, routing accuracy, and prompt delivery.
Realistic test scenarios
- Simulate natural conversation patterns and customer behaviors
- Generate diverse customer personas with communication styles
- Create edge cases and challenging scenarios automatically
Multilingual testing
- Generate test cases in multiple languages and regional variations
- Test handling of code-switching and mixed language conversations
- Validate pronunciation and understanding with different accents
Noise simulation
- Simulate common background noises like traffic, crowds, or music
- Validate agent performance with varying noise levels and types
- Test noise cancellation and speech recognition in challenging conditions
Frequently Asked Questions
Answers to common questions teams ask when testing voice agents.
Yes—touchtone (DTMF), ASR-powered voice, and hybrid flows. We validate seamless transitions between modes and test fallback behaviors.
We validate SIP responses, queue/skill mapping, and downstream context preservation to agents (screen pops, case IDs). Direct SIP endpoint testing enables deterministic matching with test case run IDs in SIP headers.
We simulate jitter, packet loss, and latency to measure MOS, PDD, prompt delivery, recognition accuracy, and transfer success.
Yes—account/PIN/OTP/security questions, lockout behavior, session timeout, and PCI-aligned payment capture.
We break complex flows into smaller test cases with test fixtures that guarantee 100% deterministic coverage of each branch. You can test SMS availability, payment status, router usage, and connection outcomes systematically.
Yes. We test flows where agents send SMS links during calls, validate user confirmation, and simulate callbacks 12+ hours later. We maintain persistent phone numbers per test case for CRM user identification.
We auto-generate test cases from your flow diagrams and intent configurations. Test fixtures let you override scenario facts at the test case level to ensure every path is covered without manual duplication.
Yes. We help teams transitioning from flow-based IVR to Gen AI IVR by testing both systems against the same scenarios and comparing accuracy, latency, and customer experience metrics.
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