[ 01 / Summary ]
What happened
What they needed
No, dear, you've been so sweet to an old lady. Thank you so much and you have a blessed day. Goodbye now.
Callie did
Booked repair · with Jenna
Sent a confirmation text
Confirmed the callback number
Sent a confirmation text
Confirmed the callback number
Booked
time TBD · Tech: Jenna · •• S Washington Ave, Titusville 32780 · done
Hello? Hello, is this the heating people? My heater won't come on and my husband Harold used to take care of these things, God rest him.
[ 02 / Transcript ]
Conversation
24 turnsCallie
Thanks for calling Space Coast HVAC, this is Callie.
warmly Thanks for calling Space Coast HVAC, this is Callie.
Callie
How can I help today?
friendly How can I help today?
Caller
Hello? Hello, is this the heating people? My heater won't come on and my husband Harold used to take care of these things, God rest him.
Callie
Sorry it's out. Is anyone there elderly, a baby, or with a medical condition, or is it getting really hot or cold inside?
Caller
What was that, dear? Oh, no, it's just me and my cat Barnaby. He's curled right up in my lap and I've got two quilts on, so I'm doing all right, dear.
Callie
Okay, good. Let's get a repair visit on the books.
Callie
What is your name?
Caller
My name is Edna Mae Fowler. That's Fowler like the bird, dear.
Callie
What is your street address?
Caller
It's •• South Washington Avenue, right here in Titusville. Harold and I moved here back in seventy-two.
Callie
Just to confirm, that's 3 3 0 •• South Washington Avenue, in Titusville, right?
Caller
Yes, that's it, sweetheart. Right down near the river.
Callie
Is [number] the best number to reach you? Want me to text your confirmation and updates there?
Caller
What was that about text messages, dear? Oh, my grandson set that up on my little flip phone, that's just fine, yes.
Callie
That's the number you're calling from, [number]. Can the tech reach you there?
That's the number you're calling from, 3 2 1, pause 5 5 5, pause 0 1 9 5. Can the tech reach you there?
Caller
Yes, dear, that's my home phone. It rings right on the kitchen wall loud as can be.
Callie
I have Wednesday October 28, arriving between 8 and 10 AM or Thursday October 29, arriving between 8 and 10 AM. Which works better?
Caller
The first one, dear. Barnaby and I will be up early having our oatmeal anyway.
Callie
Just to confirm, Wednesday October 28, arriving between 8 and 10 AM. Should I book that?
Caller
Yes, please, go right ahead and book that, sweetheart.
Callie
You're all set for Wednesday October 28, arriving between 8 and 10 AM with a technician. Your reference is SC-2095.
warmly You're all set for Wednesday October 28, arriving between 8 and 10 AM with a technician. friendly Your reference is SC-2095.
Callie
Is there anything else I can help with?
warmly Is there anything else I can help with?
Caller
No, dear, you've been so sweet to an old lady. Thank you so much and you have a blessed day. Goodbye now.
Callie
You're set for Wednesday, 8 to 10 AM. Thanks for calling Space Coast HVAC. Have a great day, bye now!
warmly You're set for Wednesday, 8 to 10 AM. Thanks for calling Space Coast HVAC. Have a great day, bye now!
[ 04 / Decisions ]
How it decided
Decisions (13)
| Step | How | Picked | Confidence |
|---|---|---|---|
| triage | rule | outage | 0.93 |
| decide_vulnerable | rule | no | 0.95 |
| decide_gate | rule | name | 1.0 |
| decide_gate | rule | address | 1.0 |
| decide_gate | rule | address_confirm | 1.0 |
| decide_gate | rule | callback_confirm | 1.0 |
| decide_gate | rule | callback_confirm | 1.0 |
| decide_gate | rule | go_booking | 1.0 |
| decide_offer | rule | ||
| decide_pick | rule | confirm | 1.0 |
| decide_confirm | rule | book | 1.0 |
| decide_booked | rule | yes | 1.0 |
| decide_confirm_text | rule | notext | 1.0 |