The task
A customer calls about a product, payment or delivery. Useful help requires current information and a clear course of action for the particular enquiry.
Support already has a CRM and established processes. The voice channel needs to preserve the chosen reply contact and distinguish product advice, order lookup and a callback request.
What I implemented
- A dedicated tool reads the current price of a specific product from the permitted catalogue.
- Order lookup requires the order number and a matching email address or phone number. Its response is limited to the shipping information needed for the enquiry.
- Multi-box orders retain separate shipping statuses.
- Handoff scenarios collect the preferred reply contact and pass the enquiry context to a person.
- Statements about available actions and callbacks match the configured scenario.
- Tools check authorisation, input values and the scope of returned data.
Verification
Separate source tests cover prices, order lookup, reply contacts and scenario alignment. They check contact matching, data access, invalid input and an unavailable source.
A deployment records its exact file set. The installed service version and actual tool response are checked after an update. A real customer call is a separate verification step.
Result
The assistant scenarios connect to product prices and order data through dedicated tools. Human support receives the enquiry through the chosen reply channel, and order information requires a matching contact.
This case describes the completed configuration and integration code. Operator replacement, sales growth and the quality of every real call were not measured; those outcomes require separate observation.