3 New Technology Connectors that Extend Cyara Botium’s Testing Capabilities: Genesys, Microsoft CLU and CQA


The constant innovation and evolution in technological capabilities and technology architectures call for never-ending cycles of changes and improvements. 

In light of that, and in order to cater to the needs of customers in every industry who work with various chatbot technology providers, Cyara Botium is always evaluating what new technology connectors to add to our portfolio of supported chatbot vendor solutions. Our latest additions, chosen because they'll allow us to connect customers with two new Azure Cognitive Services, are Microsoft CLU and CQA.

As we announce the addition of these hot, new connectors, there are a few things we want you to know about downstream changes that come with this news:

  1. Microsoft CLU, the successor of LUIS is the newest generation of language understanding that promises to deliver improved accuracy and requires significantly less data. While the active LUIS endpoints will remain functional until the 1st of October 2025, it won’t be possible to create new LUIS resources as it enters the end of life on the 1st of April 2023. 

  2. Microsoft also deprecated QnA Maker, which was powering their question answering capability. In May 2021, they announced the renaming of QnA Maker to "custom question answering" and moved it to the Text Analytics section of their Cognitive Services.

Botium, Cyara’s comprehensive Conversational AI testing and training solution, can now address the testing needs of companies relying on Microsoft CQA and CLU as the underlying solution of their contact center/customer service. 

The integrated connectors, added to our extensive library of supported chatbot vendor solutions,  can extract NLP metadata elements, such as intents and utterances, to allow Botium to analyze the chatbot’s ability to understand and to pinpoint areas of improvement. Since Botium is equipped with multiple ways of generating testing and training data, the locally created utterances in the associated/corresponding intent folder can be uploaded back to Microsoft’s NLP engine. This increases the scope of the chatbot and the list of confidently handled user examples. 

Since chatbots operate in a rapidly changing environment, training data adjustments happen frequently. It is important to uncover whether existing chatbot functions work exactly as expected after a change. Due to the API-level integration, Conversation Flow Testing can provide a helping hand in making sure that additions haven't broken existing chatbot functionalities.

But wait… there’s more! In addition to the Microsoft connectors we’ve added, Botium has also created a Genesys connector in our latest release. 

Genesys Cloud offers voicebot and chatbot integrations for use in Architect interaction flows to deliver advanced chatbot technology that recognizes voice as well as printed text.

From a capability perspective, Botium’s Genesys connector can partially cover the same aspects as the new Microsoft integrations, with the exception of NLP data import. The gratifying add-on for the Genesys connector is the ability to test rich text, such as images, videos, and buttons.

Florian Treml, Senior Director of Engineering at Botium says: “One of the key principles of Botium is to prevent vendor-lock-in — we strive to be open to the highest degree for integration into any chatbot vendors and custom pipelines out there.”

Today, Cyara Botium has more than 45 supported chatbot technologies, which makes us unique in the market, and the list is constantly growing. It’s all in support of Cyara’s ultimate mission: creating better CX on planet earth! 

Read more about Cyara Botium, here