🎧 Call Centre / Customer Service¶

Human-assisted telephone and chat channel. Agents handle order placement, modifications, cancellations, return authorisations, and escalations. Full access to customer profile and order history.

Type: Assisted · Ownership: Owned · Protocol: REST · Deployment: cloud-native
Actors: customer · customer-service-agent

Capabilities Supported¶

• order-management
• customer-identity
• customer-profile
• returns-management
• exchange-management
• payment-processing
• loyalty
• promotions
• voucher-management

Supported Processes¶

• return-anywhere
• exchange-anywhere
• clienteling-sale

Events Produced¶

• order-created
• order-modified
• order-cancelled
• return-requested
• return-approved
• customer-identified