Retail store uses the virtual agent to help a customer
This video depicts a customer calling the fictional furniture retailer Juniper & Oak to request a return. Sam, the virtual agent, offers the customer a replacement table leg rush-shipped instead, and the customer agrees. Behind the scenes, we see Sam filling in information on the customer’s replacement order in Salesforce and following up with a text message.
Episode transcript
[Virtual assistant Sam]
Hello. Thank you for calling Juniper & Oak. I’m Sam, your virtual assistant. How can I help you today?
[Chris Wood]
Hi, the coffee table I bought from your company is damaged, and I want to see how I can return it for a new one.
[Virtual assistant Sam]
I’m sorry to hear that you received a damaged item. I can help you get this resolved. Before we get started, could you tell me your name?
[Chris Wood]
Yes, it’s Chris Wood.
[Virtual assistant Sam]
Hi, Chris. Do you have the order number?