Eggplant Blog

Shift Up: Out of One Tool, Many

5/31/18 / by Michael Giacometti posted in DevOps, User Experience, test management, User experience testing, artificial intelligence, shift left, shift right, shift up, voice recognition software, Eggplant AI

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This is Michael's third blog in his Shift Up series. You can read the first blog here and second blog here.

On May 21, 2018, Bank of America announced that it was rolling out its chatbot, Erica, to all its mobile customers. On the surface, the premise makes sense. It’s making the bank more relatable. It’s providing real-time customer support to people where artificial intelligence (AI) assistants like Siri and Alexa are becoming the norm. It doesn’t have the limitations that some phone-based IVRs have, and it aims to provide immediate assistance instead of making us wait for a human (we’ve all shouted “representative” or pressed zero dozens of times to get a real person). Erica is a great way for Bank of America to optimize the customer experience.

But let’s pull back the covers and ask some basic questions. How does Erica know the customer so well?  How does Erica pull from different sources of information? How does Erica know what products and services to offer? What systems, both homegrown and third party, does Erica need to be effective? 

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Test environment management is critical to test automation

5/16/16 / by Antony Edwards posted in App testing, Application testing, automated testing, Device management, eggCloud, test lab, test management tools, Testing center of excellence, Uncategorized, Device cloud, device lab, mobile app testing, Mobile test automation, Mobile testing, TCoE, test environment management, test execution, test management, Test management tool

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A lack of environment management is one of the most common reasons for unreliable test execution. People remove devices from the test environment, change app versions without notification, change OS settings, two tests try to use the same devices at the same time, a manual tries to use the same device at the same time, a backup runs on the middle of a test run, insufficient user data is provided, and the list goes on.

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