Livoa LogoLivoa

Retail Customer Service Bot - Sequence Diagram

Order Tracking + Returns/Refunds + Product Availability

Customer

Chat Widget

Service Bot

Dialog Engine

Dataverse (CDS)

Conversation Start (OnConversationStart)

Open chat
Start session
'Hello, I'm a Product Support assistant.'
Speak message includes AI disclaimer:
'some responses are generated by AI...'

Main Menu (AdaptiveCardPrompt)

Adaptive Card Options:
1) Order Status / Delivery issue
2) Return / Refund
3) Product Support / Availability

alt

[Choice == 'OrderStatus']

Retail Customer Service Bot (UML Sequence Diagram)

Customer
Chat Widget
Service Bot
Dialog Engine
Dataverse
Mailbox
Live Agent
1. Conversation Start
Open chat
Greeting: 'Hello, I'm a Product Support assistant.'
2. Main Menu (Adaptive Card)
Display Options: Order Status / Returns / Availability
alt
[Choice == 'OrderStatus']
ListRecords (SalesOrders) - Filter: OrderNumber
Return: Order Record (Status: Delayed)
opt
[If status is Delayed]
Create Case (incidents)
Send Email Notification
Transfer to Live Agent
alt
[Choice == 'Return']
Provide order number
ListRecords (SalesOrders) - Eligibility Check
Create Return Record (aai_returns)
Show Return Label (Adaptive Card) +
Refund within 3 days
alt
[Choice == 'ProductAvailability']
Provide Product Name
ListRecords (Products) - Filter: Name & Quantity
'Product is in stock.
How many quantity you want to order?'
Create Order / Hold Record

OTSA

by ARUN

0
0 uses