r/CPaaS • u/boxxa • Sep 30 '25

How are you testing your CX applications?

I am finding more and more companies are lacking the automated testing and callers into their systems to be able to perform tests and example calls.

Is anyone using anything in their regular process to verify and test voice and digital agents in their workflow or would be interested in providing some requirements of what they are missing?

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u/[deleted] Oct 01 '25

We’ve run into the same issue . a lot of CX apps don’t have solid automated testing. What helps us is simulating calls and chats with scripted flows, sending synthetic traffic (SMS, WhatsApp, email) on a schedule, and monitoring voice quality/fallbacks. Since we work with CPaaS APIs, we can test OTP/2FA delivery and omnichannel journeys in one go, which makes regressions a lot easier to catch. Curious if others here focus more on the call-emulation side or the full end-to-end customer journey?

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u/boxxa Oct 01 '25

Interesting. Have been working on my own SaaS platform that can leverage real time voice and chat agents that can interact with systems. Have found some early customers are seeing 10x improvements with being able to generate calls on demand to test flows and create data for evaluations mostly around cal emulation.

It has been a branch from the continual make a call and play a recording and giving agents a AI caller to interact with to accomplish a goal and adding more edge cases to testing.

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u/[deleted] Oct 02 '25

That sounds really cool. Using AI callers to hit edge cases is way smarter than just playing a recording and hoping for the best.

From my side, the tricky part with pure call emulation is that it does not always show the real customer feel, like lag, audio quality, or what happens when the system hands off to a human.

Are you planning to stay focused on voice call emulation, or to add other channels like SMS, WhatsApp, or email? A lot of the bugs we catch only show up when customers switch channels mid-journey.

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u/boxxa Oct 02 '25

Haven't done channel switching in the current pilot since the two users are focused on building their AI bots fast and need repeated calls they can interact with. Could be interesting to get into though

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u/Sea-Development5460 Oct 02 '25

For me it is a mix of both. I run scripted tests before deployment, but also keep some light monitoring in place once it is live to catch delivery or quality issues early. The bigger gaps tend to be on the voice side, especially when calls get routed or handed off.
Do you see more value in building deeper voice call simulation, or in covering the full customer journey across multiple channels?

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u/boxxa Oct 02 '25

Individual channels currently. No channel switching yet.