Conversational platforms such as Cognigy combine deterministic flow logic with AI capabilities. Testing therefore needs to cover both explicit flow behaviour and probabilistic language behaviour.
Start from the flow
Map intents, nodes, conditions, API calls, handovers and terminal outcomes. Identify which parts are deterministic and which depend on an LLM or semantic classifier.
Build business journeys
Translate important customer journeys into scenarios with expected routing, required information, allowed actions and escalation rules.
Test sensitive intents
Sensitive journeys should have explicit priority and handling rules. Verify that the correct route is selected even when the user's language is indirect, emotional or ambiguous.
Automate the evidence
Capture the conversation, flow path, tool activity and evaluation result so a failure can be reproduced and added to the regression suite.
Need this applied to your AI system?
Turn the principle into an assessment, test strategy or engineering engagement.