Chatbot — Customer Scenarios

Customer Scenarios

Scenario 01

Book a Service

"I need AC repair"

Pre-Order

Scenario 02

Track Booking

"Where's my provider?"

Order

Scenario 03

Reschedule Booking

"Can I change the date?"

Order

Scenario 04

Cancel Booking

"I need to cancel"

Order

Scenario 05

Provider Late / No-Show

"Provider hasn't arrived"

Issue

Scenario 06

Service Complaint

"Not satisfied with the work"

Issue

Scenario 07

Request Refund

"I want my money back"

Payment

Scenario 08

Open Dispute

"Escalate my complaint"

Issue

Scenario 09

Payment Issues

"My payment failed"

Payment

Scenario 10

Rate & Review

"Leave a review"

Post-Service

Scenario 11

Emergency Service

"I need urgent help!"

Urgent

Scenario 12

Contact Support

"I need human help"

Support

Pre-Order Book a home service from start to finish

Greeting Need Category / Search Service Date & Time Confirmed

WaslaCare Assistant

Online

AI-Powered

Hi Fatimah! 👋 Welcome to WaslaCare. How can I help you today?

10:00 AM

Book a Service

10:01 AM

What type of service do you need?

🛠️ Service Categories

❄️ AC & HVAC

💧 Plumbing

⚡ Electrical

🚼 Cleaning

🐞 Pest Control

🔧 Appliance Repair

🚩 Emergency (24/7)

10:01 AM

AC & HVAC

10:02 AM

What AC service do you need?

10:02 AM

AC Repair

10:02 AM

When would you like the technician to visit?

10:03 AM

Tomorrow

10:03 AM

Choose a time slot:

10:03 AM

10:00 - 12:00 PM

10:04 AM

✅ Booking confirmed!

📋 Booking #WC-4821

Service: AC Repair

Date: Tomorrow, Feb 24

Time: 10:00 AM - 12:00 PM

Address: Villa 12, Al-Rawda Compound

Provider: Mohammed H. · ⭐ 4.9

Est. Cost: SAR 150-350

10:04 AM

Turns: 8 | Resolution: Automated | ● Zero Escalation

WaslaCare AI

Order Check booking status & provider ETA

Greeting Booking# Status Card ETA / Actions

WaslaCare Assistant

Online

AI-Powered

Track your booking — share the booking number or tap below.

11:00 AM

My Active Bookings

11:01 AM

Here's your active booking:

📍 Booking #WC-4821

Service: AC Repair

Provider: Mohammed H.

Status: Provider En Route

ETA: 12 minutes away

11:01 AM

Mohammed is on his way! You'll get a notification when he arrives. 🚗

11:01 AM

Turns: 4 | Resolution: Automated | ● Zero Escalation

WaslaCare AI

Order Change booking date/time

Booking# Policy Check New Date New Time Confirmed

WaslaCare Assistant

Online

AI-Powered

Reschedule a booking — which one?

1:00 PM

#WC-4821

1:01 PM

✅ This booking can be rescheduled (free — more than 4 hours before service). Pick a new date:

1:01 PM

Feb 26

1:02 PM

Available time slots for Feb 26:

1:02 PM

9:00 - 11:00 AM

1:02 PM

✅ Booking rescheduled!

📋 Updated Booking #WC-4821

New Date: Feb 26, 2026

New Time: 9:00 - 11:00 AM

Provider: Mohammed H. (confirmed)

1:03 PM

Turns: 6 | Resolution: Automated | ● Zero Escalation

WaslaCare AI

Order Cancel with refund policy awareness

Booking# Before / After Cutoff Policy Confirm / Keep Cancelled + Refund

WaslaCare Assistant

Online

AI-Powered

Cancel a booking — which one?

2:00 PM

#WC-4830

2:01 PM

Checking cancellation policy...

⚠️ Cancellation Notice

Booking: #WC-4830 — Deep Cleaning

Scheduled: Feb 25, 2:00 PM

Status: Less than 4 hours away

Fee: SAR 25 late cancellation fee

Refund: SAR 175 of SAR 200 (87.5%)

2:01 PM

Cancel Anyway

2:02 PM

✅ Booking cancelled. SAR 175 refunded to your Mada card (2-3 business days).

2:02 PM

Turns: 4 | Resolution: Automated | ● Zero Escalation

WaslaCare AI

Issue Report late or missing provider

Booking# Check ETA Late / No-Show Wait / Reassign / Cancel

WaslaCare Assistant

Online

AI-Powered

Report a provider issue — which booking?

10:30 AM

#WC-4821 — the AC technician hasn't shown up

10:31 AM

Let me check...

🚨 Provider Status

Booking: #WC-4821 — AC Repair

Window: 10:00 - 12:00 PM

Provider: Mohammed H.

Status: 30 min late — no GPS signal

10:31 AM

Mohammed is 30 minutes late. What would you like to do?

10:31 AM

Reassign Provider

10:32 AM

✅ Reassigning... Found Ali K. (⭐ 4.8) — 18 min away. He'll arrive by 10:50 AM. No extra charge.

10:32 AM

Turns: 5 | Resolution: Automated | ● Zero Escalation

WaslaCare AI

Issue Report poor service quality

Booking# Issue Type Describe Evidence Complaint Filed

WaslaCare Assistant

Online

AI-Powered

File a complaint — which booking?

3:00 PM

#WC-4815

3:01 PM

What's the issue with your Deep Cleaning service?

3:01 PM

Poor Quality

3:02 PM

Please describe the issue.

3:02 PM

Kitchen floor still dirty, bathroom was skipped entirely, took only 1 hour instead of 3.

3:03 PM

Would you like to upload photos as evidence? (Up to 5 photos)

3:03 PM

📎 kitchen-floor.jpg
📎 bathroom-untouched.jpg

3:04 PM

✅ Complaint filed:

📋 Complaint #CMP-0412

Booking: #WC-4815 — Deep Cleaning

Type: Poor Quality

Evidence: 2 photos attached

Status: Under Review

Resolution: Within 24 hours

3:04 PM

Turns: 7 | Resolution: Automated | ● Zero Escalation

WaslaCare AI

Payment Request partial or full refund

Booking# Eligibility Full / Partial Refund Processed

WaslaCare Assistant

Online

AI-Powered

Request a refund — which booking?

4:00 PM

#WC-4815 — the cleaning was terrible

4:01 PM

I see complaint #CMP-0412 on file. Based on the evidence, you qualify for a refund:

💰 Refund Options

Option 1: Full refund — SAR 200 to Mada (3-5 days)

Option 2: SAR 200 WaslaCare credit (instant)

Option 3: Free re-service with different provider

4:01 PM

Full Refund to Card

4:02 PM

✅ Refund of SAR 200 initiated to your Mada card ending ****4521. Allow 3-5 business days. Ref: REF-20260223-4815

4:02 PM

Turns: 4 | Resolution: Automated | ● Zero Escalation

WaslaCare AI

Issue Escalate unresolved complaint

Booking# Type Describe Evidence Dispute Filed

WaslaCare Assistant

Online

AI-Powered

Open a dispute — which booking?

5:00 PM

#WC-4790 — the plumber damaged my sink

5:01 PM

I'm sorry to hear that. What type of dispute?

5:01 PM

Property Damage

5:02 PM

Please describe the damage and upload photos.

5:02 PM

Cracked the sink basin while replacing the faucet. Need full replacement.

5:03 PM

📎 damaged-sink.jpg

5:03 PM

✅ Dispute filed:

🚨 Dispute #DSP-0189

Booking: #WC-4790 — Plumbing

Type: Property Damage

Evidence: 1 photo

Status: Priority Review

Next: Admin reviews within 24h, provider notified

5:04 PM

Turns: 6 | Resolution: Automated | ● Zero Escalation

WaslaCare AI

Payment Resolve payment problems

Greeting Type Failed / Double / Pending Resolution

WaslaCare Assistant

Online

AI-Powered

What payment issue are you experiencing?

6:00 PM

Payment Failed

6:01 PM

Which booking was affected?

6:01 PM

#WC-4835

6:02 PM

Checking...

💳 Payment Status

Booking: #WC-4835 — Pest Control

Amount: SAR 180

Method: Mada ****4521

Error: Insufficient funds

Your card was declined due to insufficient funds. Try another payment method?

6:02 PM

Apple Pay

6:03 PM

✅ Payment of SAR 180 completed via Apple Pay. Booking #WC-4835 confirmed!

6:03 PM

Turns: 5 | Resolution: Automated | ● Zero Escalation

WaslaCare AI

Post-Service Rate provider and leave review

Booking# Star Rating Comment Tip? Submitted

WaslaCare Assistant

Online

AI-Powered

Your AC Repair booking #WC-4821 is complete! How was Mohammed's service?

12:30 PM

⭐ 5 — Excellent!

12:31 PM

Great! Would you like to add a comment?

12:31 PM

Mohammed was punctual, professional, and fixed the AC quickly. Highly recommend!

12:32 PM

Would you like to leave a tip for Mohammed?

12:32 PM

SAR 20

12:33 PM

✅ Thank you! Your 5-star review and SAR 20 tip have been sent to Mohammed. You earned 50 WaslaCare points! 🎉

12:33 PM

Turns: 6 | Resolution: Automated | ● Zero Escalation

WaslaCare AI

Urgent Book 24/7 emergency service

Emergency Type Describe Priority Dispatch Provider Assigned

WaslaCare Assistant

Online

AI-Powered

🚨 Emergency Service — What's the emergency?

11:45 PM

Water Leak — pipe burst in the kitchen!

11:46 PM

🚨 URGENT: While we dispatch a plumber, please shut off the main water valve if you can. It's usually near the water meter or under the kitchen sink.

11:46 PM

Finding nearest emergency plumber...

🚨 Emergency Dispatch

Type: Water Leak — Pipe Burst

Provider: Saeed R. (Emergency Certified) ⭐ 4.9

ETA: 22 minutes

Emergency Fee: SAR 100 (+ service cost)

Priority: 🔴 HIGH

11:47 PM

Confirm

11:47 PM

✅ Saeed is on his way! ETA 22 min. You can track him live. Stay safe. 💧

11:47 PM

Turns: 5 | Resolution: Automated | ● Zero Escalation

WaslaCare AI

Support Get help or escalate to human agent

Greeting Topic FAQ / Agent Describe Agent Connected

WaslaCare Assistant

Online

AI-Powered

How can I help you today?

9:00 AM

Talk to Agent

9:01 AM

Sure! What's this about? This helps us connect you to the right team.

9:01 AM

Billing Issue

9:02 AM

Please briefly describe your billing issue.

9:02 AM

I was charged twice for the same booking and the automated refund only covered one charge.

9:03 AM

Connecting you to a billing specialist...

🤝 Agent Connection

Ticket: #TKT-8923

Category: Billing

Queue: 1 person ahead

Est. Wait: ~2 minutes

9:03 AM

✅ Sara M. from Billing has joined the chat. You're in good hands!

9:05 AM

Turns: 7 | Resolution: Agent Handoff | ● Escalated

WaslaCare AI