MiHousing Demo Scripts
MiHousing
Faulty Appliance Demo Script
Scene Setting - A MiHousing Tenant has a faulty white goods appliance, specifically for this demonstration, that will be a washing machine. The Tenant will connect via CCM through to MiHousing Chat bot called Wilson who will ask the Tenant a series of questions before handing off to an advisor using the Agent Assist feature
*Note - This option has only been configured for UK SE Team. When filling in Chat details, select your "Named Queue" from the dropdown option to ensure correct routing if using Agent Assist.
Bot - Hi Dan you are through to Wilson, how can I help you today?
Customer - I would like to report a repair
Bot - Ok. Is the fault an Emergency such as a Water or Gas leak or a serious Electrical fault?
Customer - No (If you say Yes, you will be transferred to your Ignite queue)
Bot - Ok, before we start, please can you provide your MiHousing Tenant ID?
Customer - Insert your surname and first initial followed by 123 E.G. – trimbeea123 or Mackiej123
Bot - Thank you. I have the following information: Address - 43 Longbow Avenue, Caldicot, NP26 5LH Is this correct?
Customer - Yes
Bot - Ok thanks for confirming. Can you tell me what the problem is please?
Customer - My washing machine is not working
Bot - I'm sorry to hear that. To help get this fixed, I would like to ask a few troubleshooting questions. Is that Ok?
Customer - Sure
Bot - Ok great, lets make a start. Can you confirm that the Electricity and Water supplies to the appliance are both on?
Customer - Both on
Bot - Ok Good. You will have a Whirlpool washing machine and the control panel on the front of the appliance has an LED display. Is it showing a code?
Customer - I need to check
Bot - Custom payload – Whirlpool washing machine codes picture with following text: "Whirlpool Error Codes
Here is a list of Whirlpool Washing Machine Error Codes. Is it one of these?"
Customer - It’s F22 (NB It doesn’t matter which one you choose the returned message will be the same)
Bot - Ok thanks. That Whirlpool fault code is for a "Temperature sensor fault." This will require a visit from a one of our call out engineers to fix the fault. Can you provide me with the serial number of the appliance so that we can check the warranty status?
Customer - Where is this?
Bot - Custom payload – Image of washing machine detailing where SN can be located. Text says "Image of washing machine detailing where SN can be located."
Customer - Ok its A12345
Bot - Ok that's great I will now connect you with one of our advisors who will arrange the repair for you. Many thanks for using our service. Have a great day 🙌
AGENT ASSIST – continue journey. In “Search Reply Template – MiHousing” select the “Faulty Appliance Repair” template to show this feature where it asks for availability of when the customer will be home and any access issues.