Edit Scenario - QV CoPilot Admin

{
  "metadata": {
    "title": "Product Return",
    "description": "Customer wants to return a recently purchased product.",
    "version": "1.0"
  },
  "initialState": "INITIAL",
  "states": {
    "INITIAL": {
      "regions": {
        "CUSTOMER_INFO": {
          "visible": true,
          "name": "Sofia Martinez",
          "phone": "(555) 456-7890",
          "email": "smartinez@example.com",
          "accountId": "RT-3901",
          "customerSince": "October 2022",
          "history": [
            {
              "date": "March 22, 2023",
              "description": "KitchenPro 3000 Mixer - $349.99"
            },
            {
              "date": "January 15, 2023",
              "description": "Blender Set - $129.99"
            },
            {
              "date": "November 28, 2022",
              "description": "Cookware Set - $249.99"
            }
          ]
        },
        "SENTIMENT": {
          "visible": true,
          "value": "yellow"
        },
        "SITUATIONAL_AWARENESS": {
          "visible": true,
          "advice": "Customer is calling about a return. Verify purchase information and be helpful with return options.",
          "suggestedResponse": "Thank you for calling our returns department. How may I assist you today?"
        },
        "ACTION_ITEMS": {
          "items": [
            {
              "text": "Verify purchase within return period",
              "priority": "high",
              "completed": false
            }
          ]
        }
      },
      "transitions": {
        "START_CONVERSATION": {
          "triggerType": "DELAY",
          "delay": 2000,
          "target": "AGENT_GREETING"
        }
      }
    },
    "AGENT_GREETING": {
      "regions": {
        "AGENT_MESSAGES": {
          "addMessage": {
            "text": "Thank you for calling our returns department. How may I assist you today?",
            "timing": "progressive",
            "speakerId": "agent",
            "timestamp": "02:44 PM"
          }
        }
      },
      "transitions": {
        "AFTER_AGENT_GREETING": {
          "triggerType": "SPEECH_END",
          "target": "CUSTOMER_REQUEST"
        }
      },
      "onEntry": [
        {
          "type": "SPEAK",
          "params": {
            "text": "Thank you for calling our returns department. How may I assist you today?",
            "speaker": "agent"
          }
        }
      ]
    },
    "CUSTOMER_REQUEST": {
      "regions": {
        "CUSTOMER_MESSAGES": {
          "addMessage": {
            "text": "I just bought this item last week, and I'd like to return it. What's the process?",
            "timing": "progressive",
            "speakerId": "customer",
            "timestamp": "02:45 PM"
          }
        },
        "SITUATIONAL_AWARENESS": {
          "advice": "Customer wants to return a recent purchase. Provide clear return policy information and ask for purchase details.",
          "suggestedResponse": "I'd be happy to help you with your return. Our policy allows returns within 30 days with a receipt. Could you tell me what item you purchased?"
        }
      },
      "transitions": {
        "AFTER_CUSTOMER_REQUEST": {
          "triggerType": "SPEECH_END",
          "target": "AI_SUGGESTIONS_1"
        }
      },
      "onEntry": [
        {
          "type": "SPEAK",
          "params": {
            "text": "I just bought this item last week, and I'd like to return it. What's the process?",
            "speaker": "customer"
          }
        }
      ]
    },
    "AI_SUGGESTIONS_1": {
      "regions": {
        "RESPONSES": {
          "visible": true,
          "options": [
            {
              "id": "return_policy",
              "text": "Explain return policy and ask for details",
              "category": "primary",
              "content": "I'd be happy to help you with your return. Our policy allows returns within 30 days with a receipt. Could you tell me what item you purchased?"
            },
            {
              "id": "refund_options",
              "text": "Explain refund options",
              "category": "information",
              "content": "I can help process your return. Do you prefer a refund to your original payment method or store credit? Store credit comes with a 5% bonus value as a thank you for your continued business."
            },
            {
              "id": "receipt_check",
              "text": "Ask if they have the receipt",
              "category": "information",
              "content": "I'd be happy to help with your return. Do you have the receipt with you? That will help me locate the purchase in our system and process the return more quickly."
            },
            {
              "id": "reason_inquiry",
              "text": "Ask about reason for return",
              "category": "information",
              "content": "I'd be happy to help with your return. May I ask why you're returning the item? This helps us improve our products and service, though you're not required to provide a reason."
            }
          ]
        }
      },
      "transitions": {
        "SELECT_RESPONSE": {
          "triggerType": "USER_ACTION",
          "target": "AGENT_POLICY"
        },
        "AUTO_SELECT": {
          "triggerType": "DELAY",
          "delay": 3000,
          "target": "AGENT_POLICY",
          "actions": [
            {
              "type": "SELECT_RESPONSE",
              "params": { "id": "return_policy" }
            }
          ]
        }
      }
    },
    "AGENT_POLICY": {
      "regions": {
        "RESPONSES": {
          "selectedId": "return_policy"
        },
        "SELECTED_RESPONSE": {
          "content": "I'd be happy to help you with your return. Our policy allows returns within 30 days with a receipt. Could you tell me what item you purchased?"
        },
        "AGENT_MESSAGES": {
          "addMessage": {
            "text": "I'd be happy to help you with your return. Our policy allows returns within 30 days with a receipt. Could you tell me what item you purchased?",
            "timing": "progressive",
            "speakerId": "agent",
            "timestamp": "02:45 PM"
          }
        }
      },
      "transitions": {
        "AFTER_AGENT_POLICY": {
          "triggerType": "SPEECH_END",
          "target": "CUSTOMER_ITEM"
        }
      },
      "onEntry": [
        {
          "type": "SPEAK",
          "params": {
            "text": "I'd be happy to help you with your return. Our policy allows returns within 30 days with a receipt. Could you tell me what item you purchased?",
            "speaker": "agent"
          }
        }
      ]
    },
    "CUSTOMER_ITEM": {
      "regions": {
        "CUSTOMER_MESSAGES": {
          "addMessage": {
            "text": "It was a kitchen mixer. The KitchenPro 3000.",
            "timing": "progressive",
            "speakerId": "customer",
            "timestamp": "02:46 PM"
          }
        },
        "SITUATIONAL_AWARENESS": {
          "advice": "Customer purchased a KitchenPro 3000 Mixer, which appears in their purchase history from March 22. This is within the 30-day return window.",
          "suggestedResponse": "I see the KitchenPro 3000 Mixer purchase from March 22nd in your account history. I can process that return for you right away. Would you prefer a refund to your original payment method or store credit with a 5% bonus value?"
        },
        "ACTION_ITEMS": {
          "items": [
            {
              "text": "Verify purchase within return period",
              "priority": "high",
              "completed": true
            },
            {
              "text": "Process refund to original payment method",
              "priority": "high",
              "completed": false
            },
            {
              "text": "Create return shipping label",
              "priority": "high",
              "completed": false
            }
          ]
        }
      },
      "transitions": {
        "AFTER_CUSTOMER_ITEM": {
          "triggerType": "SPEECH_END",
          "target": "AI_SUGGESTIONS_2"
        }
      },
      "onEntry": [
        {
          "type": "SPEAK",
          "params": {
            "text": "It was a kitchen mixer. The KitchenPro 3000.",
            "speaker": "customer"
          }
        }
      ]
    },
    "AI_SUGGESTIONS_2": {
      "regions": {
        "RESPONSES": {
          "visible": true,
          "options": [
            {
              "id": "verified_purchase",
              "text": "Confirm purchase and offer refund options",
              "category": "primary",
              "content": "I see the KitchenPro 3000 Mixer purchase from March 22nd in your account history. I can process that return for you right away. Would you prefer a refund to your original payment method or store credit with a 5% bonus value?"
            },
            {
              "id": "return_reason",
              "text": "Ask about reason for return",
              "category": "information",
              "content": "I see the KitchenPro 3000 Mixer in your recent purchases. May I ask why you're returning it? This helps us improve our products, though you're not required to provide a reason."
            },
            {
              "id": "premium_mixer",
              "text": "Offer alternative premium mixer",
              "category": "upsell",
              "content": "I see you purchased the KitchenPro 3000 Mixer. If you're not satisfied with it, we do have the KitchenPro 5000 model with additional features that customers find more user-friendly. I could process an exchange instead of a return if you're interested."
            },
            {
              "id": "loyalty_program",
              "text": "Mention loyalty program enrollment",
              "category": "upsell",
              "content": "I see the KitchenPro 3000 in your history. I can process that return, and I notice you're not currently enrolled in our loyalty program. Would you like me to add you? Members receive early access to sales and exclusive discounts."
            }
          ]
        }
      },
      "transitions": {
        "SELECT_RESPONSE": {
          "triggerType": "USER_ACTION",
          "target": "AGENT_REFUND_OPTIONS"
        },
        "AUTO_SELECT": {
          "triggerType": "DELAY",
          "delay": 3000,
          "target": "AGENT_REFUND_OPTIONS",
          "actions": [
            {
              "type": "SELECT_RESPONSE",
              "params": { "id": "verified_purchase" }
            }
          ]
        }
      }
    },
    "AGENT_REFUND_OPTIONS": {
      "regions": {
        "RESPONSES": {
          "selectedId": "verified_purchase"
        },
        "SELECTED_RESPONSE": {
          "content": "I see the KitchenPro 3000 Mixer purchase from March 22nd in your account history. I can process that return for you right away. Would you prefer a refund to your original payment method or store credit with a 5% bonus value?"
        },
        "AGENT_MESSAGES": {
          "addMessage": {
            "text": "I see the KitchenPro 3000 Mixer purchase from March 22nd in your account history. I can process that return for you right away. Would you prefer a refund to your original payment method or store credit with a 5% bonus value?",
            "timing": "progressive",
            "speakerId": "agent",
            "timestamp": "02:47 PM"
          }
        },
        "SENTIMENT": {
          "value": "green"
        }
      },
      "transitions": {
        "AFTER_REFUND_OPTIONS": {
          "triggerType": "SPEECH_END",
          "target": "CUSTOMER_PREFERENCE"
        }
      },
      "onEntry": [
        {
          "type": "SPEAK",
          "params": {
            "text": "I see the KitchenPro 3000 Mixer purchase from March 22nd in your account history. I can process that return for you right away. Would you prefer a refund to your original payment method or store credit with a 5% bonus value?",
            "speaker": "agent"
          }
        }
      ]
    },
    "CUSTOMER_PREFERENCE": {
      "regions": {
        "CUSTOMER_MESSAGES": {
          "addMessage": {
            "text": "I'd like the refund to my original payment method, please.",
            "timing": "progressive",
            "speakerId": "customer",
            "timestamp": "02:48 PM"
          }
        },
        "SITUATIONAL_AWARENESS": {
          "advice": "Customer is satisfied with service. Process the refund and provide clear next steps for the return shipping.",
          "suggestedResponse": "I'll process the refund to your credit card right away. You should see the credit within 3-5 business days. I'm also sending a return shipping label to your email. Just package the mixer securely, attach the label, and drop it off at any postal location. Is there anything else I can help with today?"
        }
      },
      "transitions": {
        "AFTER_CUSTOMER_PREFERENCE": {
          "triggerType": "SPEECH_END",
          "target": "AI_SUGGESTIONS_3"
        }
      },
      "onEntry": [
        {
          "type": "SPEAK",
          "params": {
            "text": "I'd like the refund to my original payment method, please.",
            "speaker": "customer"
          }
        }
      ]
    },
    "AI_SUGGESTIONS_3": {
      "regions": {
        "RESPONSES": {
          "visible": true,
          "options": [
            {
              "id": "process_refund",
              "text": "Process refund and explain next steps",
              "category": "primary",
              "content": "I'll process the refund to your credit card right away. You should see the credit within 3-5 business days. I'm also sending a return shipping label to your email. Just package the mixer securely, attach the label, and drop it off at any postal location. Is there anything else I can help with today?"
            },
            {
              "id": "return_locations",
              "text": "Offer in-store return option",
              "category": "information",
              "content": "I'm processing your refund now. You have two options for returning the mixer: You can either use the prepaid shipping label I'm emailing you, or you can bring it to any of our stores with your receipt for an immediate return. Which would you prefer?"
            },
            {
              "id": "packaging_advice",
              "text": "Provide packaging instructions",
              "category": "information",
              "content": "I'm processing your refund now. When returning the mixer, please use the original packaging if possible, or a sturdy box with sufficient padding. I'll email you a prepaid return shipping label. The refund should appear on your credit card within 3-5 business days after we receive the return."
            },
            {
              "id": "feedback_request",
              "text": "Request product feedback",
              "category": "information",
              "content": "I'm processing your refund now and sending the return shipping label to your email. Would you mind sharing why you're returning the mixer? Your feedback helps us improve our products and better serve customers in the future."
            }
          ]
        },
        "ACTION_ITEMS": {
          "items": [
            {
              "text": "Verify purchase within return period",
              "priority": "high",
              "completed": true
            },
            {
              "text": "Process refund to original payment method",
              "priority": "high",
              "completed": true
            },
            {
              "text": "Create return shipping label",
              "priority": "high",
              "completed": false
            },
            {
              "text": "Enroll customer in loyalty program",
              "priority": "medium",
              "completed": false
            }
          ]
        }
      },
      "transitions": {
        "SELECT_RESPONSE": {
          "triggerType": "USER_ACTION",
          "target": "AGENT_PROCESS_REFUND"
        },
        "AUTO_SELECT": {
          "triggerType": "DELAY",
          "delay": 3000,
          "target": "AGENT_PROCESS_REFUND",
          "actions": [
            {
              "type": "SELECT_RESPONSE",
              "params": { "id": "process_refund" }
            }
          ]
        }
      }
    },
    "AGENT_PROCESS_REFUND": {
      "regions": {
        "RESPONSES": {
          "selectedId": "process_refund"
        },
        "SELECTED_RESPONSE": {
          "content": "I'll process the refund to your credit card right away. You should see the credit within 3-5 business days. I'm also sending a return shipping label to your email. Just package the mixer securely, attach the label, and drop it off at any postal location. Is there anything else I can help with today?"
        },
        "AGENT_MESSAGES": {
          "addMessage": {
            "text": "I'll process the refund to your credit card right away. You should see the credit within 3-5 business days. I'm also sending a return shipping label to your email. Just package the mixer securely, attach the label, and drop it off at any postal location. Is there anything else I can help with today?",
            "timing": "progressive",
            "speakerId": "agent",
            "timestamp": "02:49 PM"
          }
        }
      },
      "transitions": {
        "AFTER_PROCESS_REFUND": {
          "triggerType": "SPEECH_END",
          "target": "CUSTOMER_THANKS"
        }
      },
      "onEntry": [
        {
          "type": "SPEAK",
          "params": {
            "text": "I'll process the refund to your credit card right away. You should see the credit within 3-5 business days. I'm also sending a return shipping label to your email. Just package the mixer securely, attach the label, and drop it off at any postal location. Is there anything else I can help with today?",
            "speaker": "agent"
          }
        }
      ]
    },
    "CUSTOMER_THANKS": {
      "regions": {
        "CUSTOMER_MESSAGES": {
          "addMessage": {
            "text": "No, that's all I needed. Thank you for your help!",
            "timing": "progressive",
            "speakerId": "customer",
            "timestamp": "02:50 PM"
          }
        },
        "SITUATIONAL_AWARENESS": {
          "advice": "Customer is happy with the service provided. Show appreciation for their business and offer a pleasant closing.",
          "suggestedResponse": "You're very welcome! I've completed processing your return and sent the shipping label to your email. Thank you for your business, and please don't hesitate to contact us if you need anything else. Have a wonderful day!"
        },
        "ACTION_ITEMS": {
          "items": [
            {
              "text": "Verify purchase within return period",
              "priority": "high",
              "completed": true
            },
            {
              "text": "Process refund to original payment method",
              "priority": "high",
              "completed": true
            },
            {
              "text": "Create return shipping label",
              "priority": "high",
              "completed": true
            },
            {
              "text": "Enroll customer in loyalty program",
              "priority": "medium",
              "completed": false
            },
            {
              "text": "Send email with special offers",
              "priority": "low",
              "completed": false
            }
          ]
        }
      },
      "transitions": {
        "AFTER_CUSTOMER_THANKS": {
          "triggerType": "SPEECH_END",
          "target": "AI_SUGGESTIONS_4"
        }
      },
      "onEntry": [
        {
          "type": "SPEAK",
          "params": {
            "text": "No, that's all I needed. Thank you for your help!",
            "speaker": "customer"
          }
        }
      ]
    },
    "AI_SUGGESTIONS_4": {
      "regions": {
        "RESPONSES": {
          "visible": true,
          "options": [
            {
              "id": "closing_thanks",
              "text": "Express gratitude and complete call",
              "category": "primary",
              "content": "You're very welcome! I've completed processing your return and sent the shipping label to your email. Thank you for your business, and please don't hesitate to contact us if you need anything else. Have a wonderful day!"
            },
            {
              "id": "loyalty_close",
              "text": "Mention loyalty program before closing",
              "category": "upsell",
              "content": "You're welcome! Before you go, would you like me to quickly enroll you in our free loyalty program? You'll earn points on future purchases and get access to exclusive deals. It only takes a moment to set up."
            },
            {
              "id": "survey_request",
              "text": "Request satisfaction survey completion",
              "category": "information",
              "content": "Happy to help! You'll receive a brief satisfaction survey in your email along with your shipping label. We'd really appreciate your feedback when you have a moment. Is there anything else I can assist with today?"
            },
            {
              "id": "alternative_products",
              "text": "Suggest browsing alternatives",
              "category": "upsell",
              "content": "You're welcome! Your refund and shipping label are being processed now. If you're still interested in a kitchen mixer, we've just launched our new spring collection with some exciting features. Would you like me to email you some recommendations?"
            }
          ]
        }
      },
      "transitions": {
        "SELECT_RESPONSE": {
          "triggerType": "USER_ACTION",
          "target": "AGENT_CLOSING"
        },
        "AUTO_SELECT": {
          "triggerType": "DELAY",
          "delay": 3000,
          "target": "AGENT_CLOSING",
          "actions": [
            {
              "type": "SELECT_RESPONSE",
              "params": { "id": "closing_thanks" }
            }
          ]
        }
      }
    },
    "AGENT_CLOSING": {
      "regions": {
        "RESPONSES": {
          "selectedId": "closing_thanks"
        },
        "SELECTED_RESPONSE": {
          "content": "You're very welcome! I've completed processing your return and sent the shipping label to your email. Thank you for your business, and please don't hesitate to contact us if you need anything else. Have a wonderful day!"
        },
        "AGENT_MESSAGES": {
          "addMessage": {
            "text": "You're very welcome! I've completed processing your return and sent the shipping label to your email. Thank you for your business, and please don't hesitate to contact us if you need anything else. Have a wonderful day!",
            "timing": "progressive",
            "speakerId": "agent",
            "timestamp": "02:50 PM"
          }
        }
      },
      "transitions": {
        "AFTER_CLOSING": {
          "triggerType": "SPEECH_END",
          "target": "COMPLETED"
        }
      },
      "onEntry": [
        {
          "type": "SPEAK",
          "params": {
            "text": "You're very welcome! I've completed processing your return and sent the shipping label to your email. Thank you for your business, and please don't hesitate to contact us if you need anything else. Have a wonderful day!",
            "speaker": "agent"
          }
        }
      ]
    },
    "COMPLETED": {
      "regions": {
        "SITUATIONAL_AWARENESS": {
          "advice": "Customer return process completed successfully. The refund has been processed, return shipping label created, and the customer is satisfied with the service.",
          "suggestedResponse": ""
        }
      },
      "transitions": {}
    }
  }
}

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