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Cases to work through
Follow a service problem through the conversation, the decision and the evidence needed to resolve it. Each case is one reading resource, with the design or technical detail that its problem calls for.
23case studies. Examples are fictional; each article explains what its exercises test and what still needs to be checked in a real service.
Start with your role
- AI product managerDecide which customer outcome to pursue, how to measure it, and whether to release.
- AI product engineerBuild and integrate an agent whose tools and behavior can be checked.
- Conversation designer / UX specialistHelp users understand, correct and recover from agent interactions.
- Evaluation / data specialistConstruct traceable data and checks that distinguish behavior from a convincing report.
- Platform / operations engineerDeploy, observe and recover the service with clear ownership.
- Risk reviewer / domain ownerDecide allowed actions and evidence required for a bounded release.
Choose an industry or shared pattern
- Banking & fintech (external)
- INTERNAL-facing at large organizations
- Insurance (external)
- Retail & e-commerce (external)
- Shared primitives
- Telco & ISP (external)
- Travel & hospitality (external)
- Utilities & energy (external)
23 resources · Page 1 of 2
Follow new releases →
hands-on tutorial · Rasa Community
Test approval before a travel assistant releases a seat
Run a seat-release comparison and test refusal, changed choices and retries before choosing an approval policy.
hands-on tutorial · Rasa Community
Check the commands sent by your router-support agent
Test outage checks, customer confirmation and the device command behind a router restart.
hands-on tutorial · Rasa Community
Match a payment receipt to the customer’s order
Check the order and amount in a payment receipt before a voice assistant announces that payment succeeded.
hands-on tutorial · Rasa Community
Detect a flight change with an unfinished baggage update
Check flights, bags and other linked services before telling a traveller that a booking change is complete.
hands-on tutorial · Rasa Community
Cancel an identity check before it unlocks an account
Verify that cancelling a check changes the account state as well as the assistant’s reply.
hands-on tutorial · Rasa Community
Explain “label created” in parcel tracking
Use tracking evidence to tell a customer whether an order was delivered or only had a shipping label created.
hands-on tutorial · Rasa Community
Update a roadside pickup location without sending two jobs
Confirm the corrected location and check the original dispatch before sending another roadside assistance job.
hands-on tutorial · Rasa Community
Recover a card dispute after its reply is lost
Look up the original dispute before filing again when the service loses its acknowledgement.
hands-on tutorial · Rasa Community
Help a customer block the right bank card
Ask which card the customer means when two cards have the same final digits.
case study · Rasa Community
Report an insurance decision already on file
Read the claims service’s recorded decision before an assistant falls back to saying it cannot answer.
case study · Rasa Community
Recheck a bank transfer when the recipient changes
Check how a banking assistant handles a transfer when the recipient’s details change during verification.
case study · Rasa Community
Respond to financial hardship during a repayment chat
Help a customer who cannot afford basic living costs without treating a later repayment request as a resolved hardship.
case study · Rasa Community
Check uploaded documents before filing an insurance claim
Use recorded upload and scan status when an assistant prepares an insurance claim with photos and an invoice.
case study · Rasa Community
Recover an unfinished request to move an energy account
Find out whether a move was scheduled before asking again or changing the date.
case study · Rasa Community
Recommend a case for the shopper’s corrected phone model
Handle a shopper’s correction about the phone they own before recommending a compatible accessory.
case study · Rasa Community
Check which permissions an IT assistant granted
Compare the requested access with the permissions actually added instead of relying on a successful receipt.
case study · Rasa Community
Find the right month of bank transactions
Check transaction dates in the bank’s timezone so a complete search returns the month the customer requested.
case study · Rasa Community
Handle a customer switching from a return to an exchange
Check that retrying a return request does not silently restore the choice the customer has changed.