TESTING CONVERSATIONAL AI AND VOICE UIS IN HEALTHCARE: AUTOMATION STRATEGIES FOR CHATBOTS AND VIRTUAL ASSISTANTS

Conversational AI technologies, including chatbots and voice assistants, are fundamentally transforming the healthcare landscape by introducing innovative interaction methods for both patients and providers [1]. These technologies facilitate more efficient communication, improve patient engagement, and streamline processes, but they also come with significant challenges. The complexity of healthcare-specific dialogues—often filled with medical terminology, patient emotions, and diverse scenarios—requires robust and rigorous testing to ensure effectiveness [2]. Moreover, adherence to regulatory standards is crucial in the healthcare sector, as any failure in communication can lead to serious implications for patient safety and care quality [3]. This white paper delves into various automation strategies designed for testing conversational AI and voice user interfaces (UIs) in healthcare environments.