[ 01 / Summary ]
What happened
What they needed
I'd like to book a visit
Callie did
Booked repair
Sent a confirmation text
Explained the service area and referred them
Confirmed the callback number
Sent a confirmation text
Explained the service area and referred them
Confirmed the callback number
Booked
time TBD · •• Test Lane, Cocoa · cancelled
I'd like to book a visit
Couldn't verify
Caller said •• Test Lane, Cocoa
[ 02 / Transcript ]
Conversation
18 turnsCallie
Space Coast HVAC here, this is Callie.
Callie
How can I help? I can book a visit, check on your tech, or flag an AC or heat outage.
Caller
I'd like to book a visit
Callie
I'd be happy to get someone out to you. Can I grab your name?
Caller
Morgan Webb
Callie
Thanks, Morgan. What's the service address, with the town?
Caller
•• Test Lane, Cocoa
Callie
Got it, •• Test Lane, Cocoa. Does that sound right?
Caller
Yes
Callie
What's the best number to reach you, with the area code?
Caller
(321) •••-0166
Callie
Got it, (321) •••-0166. Is that correct?
Caller
Yes
Callie
Got it. I have Wednesday, October 28, arriving between 8 and 10 AM, or Thursday, October 29, arriving between 8 and 10 AM. Which works better for you?
Caller
The first one
Callie
Wednesday, October 28, between 8 and 10 AM works great. Should I book that for you?
Caller
Yes
Callie
You're all set for Wednesday, October 28, between 8 and 10 AM. Your reference is SC-3425. Just shoot us a message if you need to change anything. Anything else I can help with?
[ 04 / Decisions ]
How it decided
Decisions (22)
| Step | How | Picked | Confidence |
|---|---|---|---|
| triage | control | booking | |
| decide_ack_area | rule | ||
| decide_existing | rule | ||
| decide_gate | rule | name | 1.0 |
| gate_ask_name | phrasing | natural | |
| decide_gate | rule | address | 1.0 |
| gate_ask_address | phrasing | natural | |
| decide_gate | rule | address_confirm | 1.0 |
| gate_confirm_address | phrasing | natural | |
| decide_gate | rule | callback | 1.0 |
| gate_ask_callback | phrasing | natural | |
| decide_gate | rule | callback_confirm | 1.0 |
| gate_confirm_callback | phrasing | natural | |
| 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 |