Smart Skill: eCommerce/Retail

Replacement Request

The Smart Skill will initiate the user’s request to replace a product.

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Capabilities
API
Pre-Buit Integration
Available on Channels

Capabilities

The user can raise a replacement request via the IVA.
The IVA will fetch the list of products eligible for replacement via the GET REPLACEABLE PRODUCTS API.
The user will select the product to be replaced.
The IVA will initiate the replacement request via the CREATE REPLACEMENT REQUEST API.

APIs Needed

Get Replaceable Products API

Request:
To fetch the list of orders which are eligible for replacement

{
    "user_id":"9999999999"
}

Response: All eligible orders found against the user


                                 { 
    "status_code": 200,
    "user_id": "9999999999",
    "message": "1 order found for this user",
    "orders": [
        {
            "order_id": "697433",
            "product_name": "Tasty Soft Keyboard",
            "order_amount": "428.63",
            "order_created_date": "23-06-2020",
            "order_status": "Delivered",
            "valid_till_date": "10-07-2020"
        }
    ]
}

Create Replacement Request API

Request:
To raise a replacement request for the order

{
    "user_id": "7777777777",
    "order_id": "123456",
    "replace_with": "XL",  
    "reason": "Reason for replacement"
}

Response:
Success: Replacement Request created


                                 {
    "status_code": 200,
    "status": "SUCCESS",
    "ref_id": "564863836",
    "message": "Replacement request raised successfully"
}

Available on channels

Be where your customers are by easily streamlining your support across multiple channels. Deliver two-way conversations that are natural, personalized, and contextual from one interaction to the next, across various platforms. Make customer experience seamless while maintaining a unified and consistent brand voice across marketing, sales, service, and support.