ARIA Agentic AI | SkyWave Airlines IROPS Deployment
| Test Phases | Phase 1: Unit & Integration | Phase 2: UAT | Phase 3: Load | Phase 4: Shadow |
| Total Test Scenarios | 48 functional + 12 performance + 8 security + 6 chaos scenarios |
| Go/No-Go Threshold | >=95% pass rate on P1 scenarios; 0 open P0 defects; all acceptance criteria met |
1. Acceptance Criteria Summary
| Acceptance Criterion | Threshold | Measurement | Test Method |
| Intent classification accuracy (top 20 intents) | >= 92% | Automated NLU testing | 2,000 labeled utterances |
| End-to-end rebooking success (no human) | >= 90% | E2E test suite | 200 scenario executions |
| Compensation issuance accuracy | 100% per policy rules | Rule engine validation | All 12 loyalty × disruption combos |
| Escalation trigger accuracy | >= 97% | Manual + automated review | 50 escalation test cases |
| Agent response latency P95 | < 2.5 seconds | Load testing tool | JMeter at 10K concurrent sessions |
| PII data not exposed in logs | 0 violations | Log audit scan | Automated PII pattern scanner |
| Circuit breaker activates on GDS failure | 100% within 30s | Chaos test | Kill GDS mock mid-session |
| Proactive outreach sent within 5 min of IROPS | >= 98% | Event timestamp comparison | 20 IROPS event simulations |
2. Functional Test Scenario Matrix
2.1 IROPS Rebooking Scenarios
| TC# | Scenario | Preconditions | Expected Result | Priority |
| TC-001 | Flight cancelled — 1 alt available | IROPS declared; 1 rebooking option | ARIA offers option; confirms; reissues BP | P0 |
| TC-002 | Flight cancelled — 3 alts available | IROPS declared; 3 options available | ARIA presents all 3; books customer choice | P0 |
| TC-003 | Flight cancelled — 0 alts same day | No same-day availability | ARIA offers next-day options + hotel voucher | P0 |
| TC-004 | Delay > 4 hours — rebooking | Delay confirmed; customer requests rebook | ARIA processes as IROPS; same flow | P1 |
| TC-005 | Platinum member — priority rebooking | Loyalty: Platinum; multiple options | Platinum options shown first; $300 comp auto | P0 |
| TC-006 | Basic member — compensation ceiling | Loyalty: Basic; cancellation | ARIA issues $75 max; does not exceed policy | P0 |
| TC-007 | Customer refuses all options | 3 options offered; all declined | ARIA offers full refund option + escalation | P1 |
| TC-008 | Multi-leg itinerary disruption | Connection cancelled; downstream legs affected | ARIA identifies all affected legs; rebooks all | P0 |
2.2 Escalation & Handoff Scenarios
| TC# | Scenario | Trigger | Expected Result | Priority |
| TC-021 | Customer requests agent explicitly | 'I want to speak to a human' | Immediate transfer; full context in Zendesk ticket | P0 |
| TC-022 | 3 consecutive disambiguation failures | 3 unclear inputs | Mandatory escalation; empathetic message | P0 |
| TC-023 | Confidence < 0.72 on 2nd attempt | Low NLU confidence score | Soft escalation offer; customer chooses | P1 |
| TC-024 | Unaccompanied minor rebooking | Minor flag on PNR | Immediate escalation; no autonomous action | P0 |
| TC-025 | Context successfully passed on escalation | Any escalation scenario | Human agent sees full transcript; no re-ask | P0 |
2.3 Compensation & Voucher Scenarios
| TC# | Scenario | Loyalty Tier | Expected Compensation | Priority |
| TC-031 | 4+ hour delay compensation request | Platinum | $300 voucher + 5,000 miles auto-issued | P0 |
| TC-032 | Flight cancellation compensation | Gold | $150 voucher issued; no miles (policy) | P0 |
| TC-033 | Meal voucher — delay > 3 hours | Any | $15 meal voucher code sent to email | P1 |
| TC-034 | Overnight cancellation — hotel | Any | Hotel voucher + $50 transportation issued | P1 |
| TC-035 | Duplicate compensation attempt | Any | ARIA detects prior claim; blocks duplicate | P0 |
3. Performance Test Plan
3.1 Load Testing Configuration
| Test Type | Parameters | Success Criteria |
| Baseline Load | 500 concurrent users; 10-minute ramp | < 1.5s P95 latency; 0 errors |
| Peak IROPS Load | 10,000 concurrent sessions; 5-minute ramp | < 2.5s P95; < 0.1% error rate |
| Spike Test | 0 to 8,000 sessions in 60 seconds | System recovers within 90s; no data loss |
| Soak Test | 3,000 sessions for 4 hours continuous | No memory leaks; stable latency throughout |
| GDS Failure Test | Kill GDS mock at 5,000 session peak | Circuit breaker in < 30s; cache fallback active |
4. UAT Sign-Off Process
User Acceptance Testing will be conducted over a 2-week period in a staging environment mirroring production:
- Week 1: Business stakeholders execute 30 scripted scenarios from the functional matrix above
- Week 1: CX team evaluates agent tone, response quality, and escalation behavior on 20 additional exploratory tests
- Week 2: Regression cycle after defect fixes; QA sign-off on all P0 and P1 scenarios
- Week 2: Performance test execution and review with Engineering team
- Final: Go/No-Go meeting with VP CX, Head of Digital Transformation, Engineering Lead, and Netomi CSM
| Sign-Off Stakeholder | Sign-Off Gate | Criteria |
| QA Lead | All phases | 0 open P0 defects; >= 95% P1 pass rate |
| VP Customer Experience | UAT | Agent tone and resolution quality approved |
| CISO | Security | 0 PII exposures; encryption verified |
| Engineering Lead | Performance | All latency and availability thresholds met |
| Netomi CSM | Final | Platform health confirmed; monitoring live |
Document prepared as part of an Agentic AI solution design portfolio case study for enterprise customer experience transformation.