Knowledge Buddy questions and answers

Narrator: In our scenario, the CSR takes a voice call from a customer who is moving to a new address and wants to know if there are fees to relocate his communication services.

CSR: Thank-you for calling U+ Comms. This is Jay. How can I help you today?

Customer: Hi, thanks for taking my call. How's your day going?

CSR: It's going great, thanks for asking. I hope it's the same for you. How can I assist you today?

Customer: Well, I'm getting ready to move to a new house in Springfield and I'm under a two-year contract. Will I be charged a fee for relocating my services?

Narrator: As the CSR processes the address change, Voice AI listens to the conversation and sends the customer's question to the Knowledge Buddy. The Knowledge Buddy helps the CSR quickly access and communicate the policy regarding relocation fees.

CSR: U+ Comms does not charge any fee for moving your service. However, if you require professional assistance for installation at your new home, there may be an additional fee. Do you require a technician to assist you?

Customer: No, I can handle it myself.

CSR: Ok, great. Can I get the new address you'll be relocating to?

Customer: Sure. My new address will be 345 Main St., Springfield, Massachusetts 01104

CSR: Got it. And when do you want to move your services to the new address?

Customer: November 15^th.

CSR: Got it. November 15^th. And do you want to move both your internet and TV service?

Customer: Yeah, that sounds great.

CSR: Got it. And you're going to do self-installation. We've got you all set up for the move of your service. You'll be moving to 345 Main St., Springfield, Massachusetts. Is there anything else I can do to assist you today?

Narrator: The customer then asks about a trade-in program for mobile devices.

Customer: Yeah, actually, I was wondering does U+ Comms offer a trade-in program for my mobile device?

Narrator: With help from Knowledge Buddy, the CSR promptly provides accurate information about the U+ Comms mobile device trade-in program.

CSR: Yes. U+ Comms mobile device trade-in program allows you to exchange an eligible device for account credit or discounts on new devices.

Customer: Perfect. Thank-you.

CSR: How else can I help you today?

Customer: That's all I needed. Thank-you for your help.

CSR: Thank-you for calling U+ Comms. Have a nice day.

Narrator: You've reached the end of this video. You've learned how Knowledge Buddy gives the CSR access to real-time information during live customer interactions.