Use Case: Report a missing package through voice bot

Mary Evans
Last updated: 31 May 2022

Use Case: Report a missing package through voice bot

Mary Evans
Last updated: 31 May 2022

Interaction with digital customer service employee Jennifer to improve performance of missing package reports.

The Challenge

Packages often go missing, and they have to be reported and handled. The customer service employees handling these packages have to stay connected and to the customer. This connection must be quick, informed and appeasing. Employees do not have the time to run these tasks among their other jobs.

The Solution: A digital interaction

Jennifer is a digital assistant that reliably integrates with the frontend and backend systems and software used. Jennifer can easily arrange the missing package report. She does this by asking the customer simple questions, before sending them to a link to fill in the forms needed. When Jennifer is unable to assist the customer, she will forward the question to a real customer service representative. 

To ensure appeasing and seamless handling Jennifer is set up to report and administer the report and to give the user all the information need. Through a chat users can report their missing package and answer a couple of short questions before Jennifer attends to it.

The Results

People can apply for insurance in a quick and simple way without all the extra inconvenience, which are then handled and integrated in the necessary software. Because of this the customer is satisfied with the service as there was no wait time and The customer could quickly apply for the insurance. Additionally, the customer service employees are happy that they have more time to spend on more intensive tasks.

People wanting to report a missing package can do this simple  they are placated and helped by Jennifers messages, and their report is handled easily and quickly. chatbot (messenger, WhatsApp, on the company website ,etc.)

Jennifer saves employees time and is available 24/7


Zendesk – Microsoft Dynamics – Salesforce – AMS360 – Zoho Inventory – Clarity Connect – And more!

Below you can find a demonstration of a phone call between a digital employee and customer reporting a missing package. The video can also be watched in full screen.

To find out more about our digital employee visit our digital employee page

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