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Chris, a remote worker, receives a call from Sam, a smart virtual agent for his ISP. Sam lets him know work is scheduled for next Saturday and answers a couple of his distressed questions about the nature and timeframe of the maintenance.

Episode transcript

[Voice Assistant Sam]
Hi there, is this Chris Wood?

[Chris Wood]
Yeah this is Chris.

[Voice Assistant Sam]
This is Sam, an interactive voice assistant at Cable Wave. I’m calling today about your internet service.

[Chris Wood]
What’s up with my internet?

[Voice Assistant Sam]
There are no issues currently. We’re calling to let you know about a scheduled service interruption in your area.

[Chris Wood]
An interruption, seriously? When’s this happening?

[Voice Assistant Sam]
The outage is scheduled for next Saturday, May 31st from 2:00p.m. to 4:00 p.m. local time. We apologize for any inconvenience this may cause.

[Chris Wood]
Next Saturday, ughh, I’m on call next weekend. What’s the reason for this outage?

[Voice Assistant Sam]
The outage is necessary to perform maintenance on critical equipment. This will help ensure a faster and more reliable internet connection for you in the future.

[Chris Wood]
Better internet service is good but 2 hours seems like a long time to be offline.

[Voice Assistant Sam]
The maintenance window is scheduled for 2 hours, but we anticipate the actual repair time to be much shorter – possibly under an hour. Our technicians will be working diligently to restore service as quickly as possible.

[Chris Wood]
Under an hour is better. Is there anything that I need to do?

[Voice Assistant Sam]
No, there’s no need to take any actions on your end. This is just a courtesy call. Our technicians will handle everything.

[Chris Wood]
Okay, can I get notified when the internet’s back up and running?

[Voice Assistant Sam]
Absolutely. We can send you a text message once your service is restored. Would you like to receive the message on the same number I called today?

[Chris Wood]
Sure that would be helpful.

[Voice Assistant Sam]
Certainly, do you have any other questions?

[Chris Wood]
No, you’ve answered them all. Thanks for the heads up.

[Voice Assistant Sam]
You’re welcome Chris. We appreciate your understanding. Thank you for being a Cable Wave customer. Goodbye.

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Episode transcript

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