[ 01 / Summary ]
What happened
What they needed
Cool. No. I'm good. Thank you very much.
Callie did
Booked Saturday October 31, arriving between 8 and 10 AM with a technician
Sent a confirmation text
Confirmed the callback number
Recorded text-message consent
Sent a confirmation text
Confirmed the callback number
Recorded text-message consent
Booked
Saturday October 31, arriving between 8 and 10 AM · Tech: a technician · •• Caribbe Drive, Merritt Island
[ 02 / Transcript ]
Conversation
23 turnsCallie
Thanks for calling Space Coast HVAC, this is Callie.
Thanks for calling proper Space Coast HVAC, this is Callie.
Callie
How can I help today?
Caller
Hi, Kelly. My AC is out. It's still running, but it's blowing hot air.
Callie
Sorry to hear your AC is blowing hot air. We have a tech on call 24/7 for that, is anyone there elderly, a baby, or with a medical condition, or is it getting really hot or cold inside?
sympathetic Sorry to hear your AC is blowing hot air. We have a tech on call 24/7 for that, is anyone there elderly, a baby, or with a medical condition, or is it getting really hot or cold inside?
Caller
Yeah. I'm still here. No. We're we're fine.
Callie
Okay, good. Let's get a repair visit on the books.
Callie
Can I get your name?
Caller
Sure. My name is Ryan Smith.
Callie
Thanks, Ryan. What's the service address, with the town?
Caller
•• Caribbe Drive, [number].
Callie
Which town is that in?
Caller
Merritt Island.
Callie
Just to confirm, that's 5 •• Caribbe Drive, in Merritt Island, right?
Caller
Yep.
Callie
Is (518) •••-4968 the best number to reach you? Want me to text your confirmation and updates there?
Caller
Yeah. That sounds good.
Callie
Great, I have Friday, October 30, arriving between 10 AM and 12 PM, or Saturday, October 31, arriving between 8 and 10 AM. Which works better for you?
warmly Great, I have Friday, October 30, arriving between 10 AM and 12 PM, or Saturday, October 31, arriving between 8 and 10 AM. Which works better for you?
Caller
Can we can we do Saturday?
Callie
Saturday, October 31, arriving between 8 and 10 AM it is. Should I book that for you?
cheerful Saturday, October 31, arriving between 8 and 10 AM it is. Should I book that for you?
Caller
Let's do it. Sounds good.
Callie
Sounds good. You're all set for Saturday October 31, arriving between 8 and 10 AM with a technician. I'll text you a confirmation. Is there anything else I can help with?
Sounds good. cheerful warmly You're all set for Saturday October 31, arriving between 8 and 10 AM with a technician. friendly I'll text you a confirmation. warmly Is there anything else I can help with?
Caller
Cool. No. I'm good. Thank you very much.
Callie
You're set for Saturday, 8 to 10 AM. Thanks for calling Space Coast HVAC. Have a great day, bye now!
[ 04 / Decisions ]
How it decided
Decisions (23)
| Step | How | Picked | Confidence |
|---|---|---|---|
| triage | rule | outage | 0.93 |
| collect_vulnerable | phrasing | natural | |
| decide_vulnerable | rule | no | 0.95 |
| decide_gate | rule | name | 1.0 |
| gate_ask_name | phrasing | canned:timeout | |
| decide_gate | rule | address | 1.0 |
| gate_ask_address | phrasing | natural | |
| decide_gate | rule | town | 1.0 |
| gate_ask_town | phrasing | canned:new_number | |
| decide_gate | rule | address_confirm | 1.0 |
| gate_confirm_address | phrasing | natural | |
| decide_gate | rule | callback_confirm | 1.0 |
| gate_confirm_callback | phrasing | canned:too_long | |
| decide_gate | rule | go_booking | 1.0 |
| decide_offer | rule | ||
| collect_pick | phrasing | natural | |
| decide_pick | rule | confirm | 1.0 |
| collect_slot_ok | phrasing | natural | |
| decide_confirm | rule | book | 1.0 |
| decide_booked | rule | yes | 1.0 |
| decide_confirm_text | rule | ||
| wrap_up | phrasing | natural | |
| end_call | phrasing | canned:booking_claim |