Queries & Feedback

UC-CUST-003: General Query Handling

Purpose: Automatically answer common questions about services, pricing, and location.

Property	Value
Actor	Customer
Trigger	Customer asks a question (e.g., "What are your prices?")
Priority	P1

Main Success Scenario:

1. Details received by NLP engine.
2. Intent classified (e.g., get_pricing).
3. Bot retrieves relevant answer from knowledge base.
4. Bot sends response text/media.

Alternate Flows:

• Flow A: Unknown Intent: Bot offers to connect to human agent.

Acceptance Criteria:

1. [ ] >80% accuracy in intent classification.
2. [ ] Fallback to human clearly defined.

UC-CUST-004: Post-Service Feedback

Purpose: Collect customer feedback immediately after service completion.

Property	Value
Actor	System / Customer
Trigger	Scheduled trigger 1 hour after appointment end time
Priority	P2

Main Success Scenario:

1. System triggers feedback message template.
2. Customer receives "Rate your experience (1-5 stars)".
3. Customer taps a star rating.
4. Bot asks for optional text comment.
5. Feedback stored and linked to appointment record.

Alternate Flows:

• Flow A: Low Rating: If rating < 3, trigger alert to Manager dashboard.

Acceptance Criteria:

1. [ ] Feedback linked to specific appointment/stylist.
2. [ ] High response rate design (interactive buttons).