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use cases

Use Case
Customer Service

Tran just got home to discover her new flat panel television has been delivered via major retailer Overstock.com but the box is dented and when she opens it, sure enough, there's a crack on the corner of the screen. She's disappointed but, "these things happen," and she calls Overstock's customer service. Overstock's automated voice system answers and asks her how it can help. She described the problem and through keyword identification and answers to specific questions, it identifies her account, with all of the associated purchase and tracking data.

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Use Case
Roadside advice and recovery

Imagine you're driving on the highway when you hit a piece of debris in the road. Your car starts to shake and you pull-over. Most people don't know how to diagnose what's wrong with the car and whether or not it's safe to continue driving—even just to the closest mechanic. In a world of CUIs (conversational user interface), a driver could call the manufacturer's customer service department and the customer service CUI for the manufacturer would engage in dialog to help the driver determine the best course of action. Currently, the solution involves finding and making a phone call or touching a call button somewhere in the cars' control. However, in the very near future, the car, itself, may initiate the call or the car may have its own CUI. Drivers may talk with their cars and the car may perform diagnostics and communications with other CUIs on the network (or partner CUIs) to advise the driver what to do.

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Use Case
Buying and selling CUI configurations

Jason is a CUI developer, working on building the use flow for his company, an insurance provider in the commercial real estate market. This is a large, complex use flow that integrates real estate law with insurance prediction models and appropriate social interfaces. In the bot store, he's found a use flow for a real estate insurance case and has bought it as a template to build on. He's customized the use flow for the commercial space and plugged-into his company's API to their proprietary prediction system. He's also found a set of use flows for basic social responses (greetings, escalation, etc.) and purchased these to integrate into his CUI. He has to add use flows for some major clients with specific needs, but he's considerably further ahead than if he had to start from scratch. He's also more confident in the sections he's built, since they came from highly-rated sources.

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Use Case
Branded Personality CUI

Di-an is finally able to plan a vacation for her, her husband, and her young daughter. She's never been to Australia but she and her husband have always discussed it. She wants this trip to be special, as it's the first one in several years, so she wants to be sure it's fun and anything but ordinary. She's always admired the Virgin brand and she knows that Virgin flies out of Shenzhen, where she lives. She has no idea what to do in Australia but she doesn't want to do the same things her friends have done on their trips (none of whom have traveled to Australia).

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