Voice Booking QA Script (QA)

Voice Booking QA Script (QA)

1. 01

   Verify the voice booking flow routes calls to the correct calendar and timezone

   Test with a dummy booking across multiple timezones to confirm the system respects daylight saving changes and client availability windows.

2. 02

   Confirm the AI or human agent correctly captures caller intent and key details

   Run test calls with varied accents, background noise, and interruptions to ensure the system accurately extracts name, phone, and appointment reason.

3. 03

   Check that booking confirmations and reminders are sent with accurate details

   Review SMS and email templates for correct date, time, location, and any custom fields like service type or provider name.

4. 04

   Test fallback handling for unrecognized requests or scheduling conflicts

   Simulate a caller asking for an unavailable slot or a service not offered, and verify the system offers alternatives or transfers to a human agent.

5. 05

   Validate that the booking appears in the client's calendar system without duplication

   Cross-check the calendar integration to ensure no double-bookings or missing entries occur when multiple calls come in simultaneously.

6. 06

   Review call recordings and transcripts for compliance and quality issues

   Spot-check a sample of calls to ensure agents or AI follow scripts, maintain professionalism, and handle sensitive data per client policy.

7. 07

   Document any defects and track them to resolution with the vendor or internal team

   Log issues in a shared tracker with severity levels, and schedule a follow-up test after fixes are deployed.