Customer reschedules a booking through the chat widget
A visitor is chatting on the website and wants to move tomorrow's time slot to next week. The widget asks for a one-time code (level L2) sent to the email address...
Customer cancels with a refund through the voice agent
A customer calls and wants to cancel their booking, with a refund of the amount paid. Because money is involved, the voice agent requires a higher level of...
Visitor asks about the cancellation policy
Someone is considering making a booking but wants to know the cancellation policy first. This is purely informational (level L0): no verification is needed, the...
Agent hands off to a colleague
A question turns out to be too specific or too sensitive for the agent to handle on its own. The agent recognises this and hands off: to a general channel (for...
A phone assistant takes the call
An organisation whose phone rings more often than there are hands to answer it loses out twice: outside office hours and during busy periods nobody picks up, and...
