Testing a voice or chat agent in Zoom Virtual Agent

Testing a voice agent or chat agent in Zoom Virtual Agent allows you to validate its performance, conversational accuracy, and settings before deployment. The built-in testing panel simulates real user interactions, helping you assess the agent’s ability to understand speech, follow guidance, and deliver relevant responses. During testing, you can also evaluate the voice actor, transcription accuracy, and how well the agent responds to various queries and tasks.

Notes:

Testing helps identify areas for improvement in agent responses, voice configuration, or conversation flow.

You can repeat tests as needed after making updates to the agent’s skills, knowledge sources, or voice settings.

Testing your voice or chat agent thoroughly ensures a smoother experience for users once it goes live in your contact center environment.

Requirements for testing a voice or chat agent in Zoom Virtual Agent

Account owner or admin privileges; or relevant role/privilege

Basic, Pro, Business, Education, or Enterprise account

Zoom Virtual Agent and Zoom Contact Center licenses

Note: All assets and data are associated with the account, not individual users. As a result, any user who has the appropriate Zoom Virtual Agent admin role and permissions can access relevant data in the admin portal, including bot debug messages, regardless of which admin generated them.

How to test a voice agent or chat agent

In the navigation menu, click AI Studio then Virtual Agents.

In the Agents tab, click the display name of the voice agent or chat agent you want to test.

In the Preview panel:

Select a default language for the test session.
Click Start test with variables.

In the Add variables dialog window:

Under Variable 1, select the variable you want to use.
Enter a test value for the variable.
(Optional) Click Add variable to add more variables.
Select Save as default for testing if you want to reuse these values.
Click Apply.
Note: By adding a variable and entering a value, this lets you simulate real data when testing an agent by assigning values to variables before the test starts. For example, if you set the language variable to Spanish, the agent can start the conversation in Spanish or switch languages automatically.

Click Begin Test.

Start the conversation by interacting naturally. You can:

Ask the agent questions and respond to prompts.
Simulate typical customer scenarios.
For voice agents, speak naturally to evaluate speech handling.
For chat agents, type as a user would in a live chat.

A live transcription (for voice) or real-time chat log (for chat) will appear in the testing panel. For voice agents, use this to assess the accuracy of the Automatic Speech Recognition (ASR) engine.

(Optional) During or after the interaction, when a knowledge article is referenced in the chat agent’s response, click the thumbs up

or thumbs down icon

to indicate whether the article was helpful. If you select Not Helpful, you can provide additional feedback to explain why.

Once you're done testing, click End Test.