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The Ultimate AI use case library

Explore real-world applications of AI. Discover how Ultimate's platform helps leading brands scale through support automation.
UseCases-Hero-Aug-15-2023-12-49-11-4909-PM
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Booking-UsesCases-YO

Book additional baggage

Category: Booking

Industry: Travel

Personalize response regarding any charges or allowances when requesting additional baggage.

Book additional baggage

Challenge

Customers want to add additional baggage to a booking that they've made and contact support to ask how to do this.

Solution

Check the baggage allowance for a specific flight, using a custom integration. Give a personalized response dependent on the ticket purchased.

Booking-Additional-Baggage-3
Cancellation-UseCases-GB-1

Cancel transfer

Category: Cancellation

Industry: Financial Services

Instantly check status of transfer to determine if it can still be cancelled.

Cancel transfer

Challenge

Customer wants to cancel a transaction. Bot must first verify that it hasn't yet been completely already, before confirming with the customer if it's possible to cancel.

Solution

Bot asks customer to verify transfer status in their account and confirms if they are eligible to cancel. Conversation is then escalated to an agent.

Cancel-Transfer-3
Services-UseCases-RO

Card activation

Category: Services

Industry: Financial Services

Automate an essential step in a customer's journey: card activation.

Card activation

Challenge

If there is no automated way to do this, it will drive an immediate call to the customer support team as it's an essential step in providing a customer with their service.

Solution

Customer and card number verified and card activation request pushed to backend system.

Card-Activation-2
UserAnyIndustry

Change billing address

Category: Account details

Industry: Any industry

Validate and update billing address to deflect inbound inquiries.

Change billing address

Challenge

A common contact reason is to change billing address, which is a simple but manual task for agents that often does not offer value adding opportunities.

Solution

Verify customer by matching information they provide with data in back office systems. Create a task to automatically push the updated billing address to the correct system.

Change-Billing-Address-3
Booking-UsesCases-YO

Change flights

Category: Booking

Industry: Travel

Personalize response and process any additional charges that might apply.

Change flights

Challenge

Customer contacts support to request to change their flight, an interaction that requires potentially multiple touches and therefore can create a poor experience if there is no opportunity to get an immediate response.

Solution

Check the customer's booking details, using a custom integration, to see if any charges apply. Give the customer an immediate, personalized answer, update the information in the backend systems and process any additional charges that might apply.

Change-Flights-3
Booking-UsesCases-YO

Check booking details

Category: Booking

Industry: Travel

Create personalized support by giving the generative AI bot access to backend systems.

Check booking details

Challenge

Customers asking for specific details about their booking, such as the pet policy for the accommdation that they've chosen. The generative AI bot would need more details about the customers booking in order to give them a specific answer. 

Solution

UltimateGPT, the generative AI bot, can look up the pet policy for this specific customer using the Additional Context field. This allows the bot to provide a personalized response for that customer's specific accommodation. 

Check-booking-details-1
Account-UseCases-VB

Check subscription content

Category: Account details

Industry: Entertainment Services

Answer questions about specific content available with subscription service.

Check subscription content

Challenge

Customers want to understand if they are able to watch specific upcoming content, based on their current subscription plan.

Solution

Match subscription details with content request to inform customers if they are able to view certain content, eliminating the requirement for an agent to do this manual work.

Check-Subscription-Content-3
Account-UseCases-GY

Collect meter readings

Category: Account details

Industry: Energy

Collect meter readings from customers to reduce volumes from the highest contact driver.

Collect meter readings

Challenge

Many customers contact support to update their energy meters, accounting for 15% of all contact reasons. This drives additional, avoidable inbound volumes.

Solution

Connect bot to backend system and pull customer's contract details, confirming which contract they wish to discuss. Bot guides the customer to the self service portal or collects the meter readings and pushes the update to the backend systems.

Collect-Meter-Readings-Aug-17-2023-02-43-49-6031-PM
DeflectFAQsEcommerce

Deflect FAQs

Category: FAQs

Industry: Ecommerce

Connect your knowledge base to instantly start providing answers to customers' queries.

Deflect FAQs

Challenge

FAQs are commonly visited but not often optimized, particularly when it comes to the search function. If customers don't find the answer they're looking for it can lead to frustration, lost sales and/ or a call to customer support.

Solution

Look up any commonly asked questions available in the knowledge base, then instantly reply using AI generated answers to deflect inbound inquiries.

Deflect-FAQs-3
EmailVerificationAnyIndustry

Email verification

Category: Account details

Industry: Any industry

Automatically validate customers' email addresses to reduce manual work for agents.

Email verification

Challenge

Customers requesting to cancel their subscription must do so from the email address associated with the account. For agents to validate this, it requires time-consuming, manual work checking backend systems.

Solution

Automate email validation by integrating your bot with your backend systems, reducing manual work for agents.

Email-Verification-4
InformationGatheringToAssistAgentsAnyIndustry

Information gathering to assist agents

Category: Data collection

Industry: Any industry

Gather useful information to add to the ticket.

Information gathering to assist agents

Challenge

Sometimes frustrations are simply caused by being asked the same thing multiple times by different agents or having to repeat account information over and over.

Solution

Gather information from customers that can be added to the CRM ticket, so agents get the context they need if the conversation requires escalation to them.

Information-Gathering-To-Assist-Agents-3
InvoiceRequestesAnyIndustry

Invoice requested

Category: Payments & transactions

Industry: Any industry

Attach requested invoice directly to email reply.

Invoice requested

Challenge

Businesses request a copy of their invoice to be sent to them via email.

Solution

Bot validates that customer is eligible for receiving invoice by matching customer data with backend system. Invoiced is uploaded to CRM system and bot locates invoice and attaches a hardcopy to the ticket reply.

Invoice-Requested-3
LanguageDetectionAnyIndustry

Language detection

Category: Localized support

Industry: Any industry

Offer localized customer support, and speak to customers with native fluency, across the globe.

Language detection

Challenge

Hiring customer support agents that are fluent in every language you serve your customers in can be challenging and costly. You need a solution that can easily recognise which language your customers want to be served in.

Solution

Automatic language detection and response, in 109 languages. Serve your customers in their preferred language, right from the beginning. Multilingual bots allow you to either build a new language from scratch or duplicate replies from an existing language and translate them.

Language-detection-1
MergeDuplicateTicketsAnyIndustry

Merge duplicate tickets

Category: Ticket Automation

Industry: Any industry

Organize ticket backlog to reduce manual work for agents.

Merge duplicate tickets

Challenge

High volumes of duplicate tickets cause frustration for agents and delays in replying to customers.

Solution

Automatically identify the intent and language of the ticket, label and tag tickets and merge any duplicate tickets. By automating these manual tasks, it reduces the time it takes for agents to clear the ticket backlog.

Merge-Duplicate-Tickets-3
MissingItemsEcommerce

Missing items

Category: Orders

Industry: Ecommerce

Immediately respond to frustrated customer and prioritize ticket.

Missing items

Challenge

Customer is frustrated that all their items did not arrive and wants an immediate answer on their status.

Solution

Using the order number, the bot presents all items in the order and customer selects which item was missing in the delivery. Ticket can also be tagged for prioritization if escalation is required.

Missing-Items-4
Services-UseCases-RI

Network outage

Category: Services

Industry: Telecommunications

Deflect network outage questions by providing personalized, immediate responses.

Network outage

Challenge

Network outages can be a huge frustration for customers and can quickly become the biggest call driver.

Solution

By deflecting any questions about outages, providing customers with a personalized update for their area, customers can get instant updates and agents can remain available for more complex cases.

Network-Outages-2
ShoppingCartEcommerce

Order status

Category: Orders

Industry: Ecommerce

Track orders and provide personalized status updates.

Order status

Challenge

Customers often contact support to understand the status of their order. When the information is not easily accessible or obtainable, the agent workload can often be time-consuming and repetitive to handle.

Solution

Retrieve information from order management system, using the order number, and inform customer of status of their order.

Order-Status-3
DeflectFAQsEcommerce

Product warranty information

Category: FAQs

Industry: Ecommerce

Answer warranty questions quickly and easily with a simple and scalable dialogue.

Product warranty information

Challenge

When providing answers on questions such as warranties, where the answer may differ for each product, dialogues can become complicated and difficult to manage. 

Solution

Using the UltimateGPT dialogue node, combined with the custom question and additional context features, the bot can pull key information via API calls. Personalized answers can then be generated, whilst still maintaining a simple and scalable dialogue that's easy to maintain.  

Product-warranty-information
CardAnyIndustry

Request refund

Category: Payments & transactions

Industry: Any industry

Identify tickets to immediately escalate to avoid further frustrations for customers.

Request refund

Challenge

Customer is unhappy with their product/service and wants to request a refund.

Solution

In some cases the best option is to escalate to a human agent. These types of requests can be easily identified and immediately escalated to avoid any delay or further upset for the customer.

Refunds-3
ListAnyIndustry

Request review

Category: Reviews

Industry: Any industry

Embed a review form directly into chat widget to increase number of reviews.

Request review

Challenge

Many businesses rely on reviews from their customers, but it can be challenging to encourage them to do this via a third party website.

Solution

Embed a Trustpilot review form at the end of a dialogue that has reached a resolution. This removes the need for customers to navigate to the Trustpilot webpage in order to leave a review, which in turn increases the number of reviews that will be received.

Request-Review-3
ShoppingCartEcommerce

Returns

Category: Orders

Industry: Ecommerce

Prompt return label creation for item selected by customer.

Returns

Challenge

Customer wants to return an order. To do so, they need a return label, which requires contacting customer support. This generates an inbound inquiry and a subsequent wait for the customer to receive it.

Solution

Bot collects information in backend system and asks customer which items they would like to return. Customer selects item(s), bot verifies that the item is eligible for a return and generates a returns label.

Returns-3
PaymentsTransactions-UseCases-GB

Transfer status

Category: Payments & transactions

Industry: Financial Services

Instant, personalized information about status of transfer.

Transfer status

Challenge

Customer wants to check on the status of their transfer, a simple yet manual task and a common contact reason.

Solution

Integrate your back office systems to provide the customer with the status of their transfer, giving agents more time to spend on complex queries.

Transfer-Status-2
PlugAnyIndustry

User verification

Category: Logged in

Industry: Any industry

Real-time recognition of sign-in activity to personalize customer experience.

User verification

Challenge

When you start a chat but can't access the information you need, frustrations can occur. This is because you need to navigate away from the chat to log in to the website.

Solution

Once a customer signs in during a conversation, the bot gets automatically notified. It can then provide custom customer information for a more personalized, efficient conversation.

User-Verification-3

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