An idea for AI-supported business processes
Keep customers
coming back.
Resolve problems without making customers chase for updates
or repeat their story.
Bringing the customer's story together
This also applies to service issues, booking errors and account queries. Here, a delivery does not match the order.
The customer gets in touch
Two items in today's delivery are the wrong size. We need the replacements before Friday.
One case brings together the request, previous messages and an owner, so colleagues can help without asking the customer to repeat themselves.
Your service system may already track the case. Connecting it with orders, stock and delivery helps your team act on it.
DataHub could provide those connections, sharing relevant records and agreed updates between your existing systems.
Finding what went wrong
Connected systems bring the order, dispatch record and correspondence into the case. AI compares the details and prepares a summary, with the source records available to check.
The request and supporting records, together.
AI prepares the case summary
What the customer needs: Two replacement items before Friday.
What the records show: The dispatch record lists different item codes from the order for two items.
What still needs checking: Operations needs to confirm what was picked and whether replacements are available.
Coordinating the remedy
Each action goes to the team that can complete it, with an owner and due date. The service owner can see progress across the case.
Operations checks
Confirms a picking error and reserves the correct items.
Delivery arranges
Confirms Thursday delivery and collection of the incorrect items.
Service coordinates
Agrees the arrangement with the customer and records the commitment.
One agreed plan. Replacements and collection are linked to the same case, so one team's action does not leave another loose end.
Keeping the customer informed
AI drafts an update from the confirmed actions and dates. The service owner reviews and sends it, giving the customer a clear answer about what happens next.
The confirmed arrangement
We've arranged two replacements for Thursday and will collect the incorrect items at the same time.
Replacement delayed?
The service owner is alerted. Agreed checks flag missed dispatch milestones or changed delivery dates. The owner confirms a revised plan and updates the customer before they have to chase.
Checking the problem is resolved
Delivery and collection updates return to the case. A follow-up prompts the owner to check that the replacements are correct. Outstanding actions stay visible until they are completed.
The customer confirms
The replacements arrived on Thursday and they're the right size. Thanks for sorting it out.
Resolved before Friday. Correct items delivered, incorrect ones collected, and the resolution recorded for the next colleague.