{ "set": "CX Digital — CS SOP demo set for MinimalAI", "generated": "2026-09-30", "schema": "Agent Operating Procedure (AOP) v0.9", "source": "https://swimlanes.cxdigital.nl/", "security": "No secrets. Tools by logical name; bind to the AI platform's integrations.", "languages": { "spec": "en", "customer_facing": [ "nl", "en" ] }, "sections": [ { "id": "order_delivery_wismo", "nl": "Order, levering & WISMO", "en": "Order, delivery & WISMO", "procedures": [ "CS-W01", "CS-W11", "CS-W12", "CS-W06", "CS-W16", "CS-W04", "CS-W05", "CS-E10", "CS-W30", "CS-W31", "CS-W26" ] }, { "id": "complaints_escalation_incident", "nl": "Klacht, escalatie & incident", "en": "Complaints, escalation & incident", "procedures": [ "CS-S05", "CS-S06", "CS-W02", "CS-W03", "CS-W23", "CS-W24", "CS-W32", "CS-W34" ] } ], "procedures": [ { "$schema_note": "CX Digital agent-ready procedure (AOP v0.9), generated from swimlane CS-W01 on swimlanes.cxdigital.nl. Vendor-neutral. NO secrets: tools are logical names; bind them to the AI platform's own integrations.", "meta": { "id": "CS-W01", "title": { "nl": "Order status & Track & Trace", "en": "Order status & Track & Trace" }, "version": "0.9-agent.1", "source_swimlane": "https://swimlanes.cxdigital.nl/CS-W01_Order_Status_TrackTrace.html", "owner": "CS Manager — Klant", "customer_facing_languages": [ "nl", "en" ], "spec_language": "en", "channels": [ "chat", "email" ], "related": [ "CS-G04", "CS-W02" ], "client_binding_note": "Generic reference version. Bind per client: systems, order-number format, thresholds, tone of voice.", "section": { "id": "order_delivery_wismo", "nl": "Order, levering & WISMO", "en": "Order, delivery & WISMO" } }, "intent": { "name": "cs_w01_order_status_track_trace", "description": "Goal: answer “where is my order?” fast and correctly with live status from WMS/webshopplatform. | How: fetch status live, share T&T or communicate expected delivery date.", "goal": { "nl": "Doel: klantvraag “waar is mijn order?” snel en correct beantwoorden met actuele status uit WMS/webshopplatform. | Hoe: status live ophalen, T&T delen of verwachte leverdatum communiceren.", "en": "Goal: answer “where is my order?” fast and correctly with live status from WMS/webshopplatform. | How: fetch status live, share T&T or communicate expected delivery date." }, "entry_conditions": "Customer message matches this process; see example utterances (to be enriched per client).", "out_of_scope": "See related processes: CS-G04, CS-W02", "example_utterances": { "nl": [ "waar is mijn bestelling", "wat is de status van mijn order", "heb ik al een track en trace" ], "en": [ "where is my order", "what's my order status", "do I have a tracking link" ] } }, "actors": [ "Agent", "Agent + CRM", "Carrier", "Customer", "WMS / webshopplatform" ], "actions": [ { "ref": "crm.lookupOrder", "description": "Look up the customer/order/ticket in the CRM or ticketing platform.", "binding": " — suggested: Helpdesk (Zendesk/Gorgias/…) + e-commerce platform (Shopify/Magento/…)", "secret_location": "AI platform integration credentials — NOT in this file" }, { "ref": "wms.getStatus", "description": "Fetch live order/stock/shipment status from WMS or webshop platform.", "binding": " — suggested: WMS / fulfilment (e.g. Monta, Picqer)", "secret_location": "AI platform integration credentials — NOT in this file" }, { "ref": "carrier.getTrackTrace", "description": "Fetch or file Track & Trace / claim with the carrier.", "binding": " — suggested: Sendcloud / carrier integration", "secret_location": "AI platform integration credentials — NOT in this file" }, { "ref": "webshop.getOrder", "description": "Read order, payment or refund data from the webshop platform.", "binding": " — suggested: E-commerce platform (Shopify, WooCommerce, Magento…)", "secret_location": "AI platform integration credentials — NOT in this file" } ], "procedure": { "start": "S1", "steps": [ { "id": "S1", "swimlane_step": 1, "type": "step", "actor": "Customer", "label": { "nl": "Vraag: waar is mijn order?", "en": "Where is my order?" }, "what": { "nl": "Klant vraagt via e-mail, chat of telefoon naar de status van de bestelling.", "en": "Customer asks for the order status via email, chat or phone." }, "next": "S2" }, { "id": "S2", "swimlane_step": 2, "type": "step", "actor": "Agent + CRM", "label": { "nl": "Order opzoeken", "en": "Look up order" }, "what": { "nl": "Agent zoekt de order op ordernummer of e-mailadres in CRM.", "en": "Agent looks up the order by order number or email in CRM." }, "next": "S3" }, { "id": "S3", "swimlane_step": 3, "type": "step", "actor": "WMS / webshopplatform", "label": { "nl": "Status ophalen", "en": "Fetch status" }, "what": { "nl": "Actuele order- en verzendstatus komt uit WMS en webshopplatform.", "en": "Live order and shipping status from WMS and webshopplatform." }, "next": "S4" }, { "id": "S4", "swimlane_step": 4, "type": "decision", "actor": "Agent", "label": { "nl": "Al verzonden?", "en": "Already shipped?" }, "what": { "nl": "Beslissing: is de order al verzonden?", "en": "Decision: has the order already shipped?" }, "detail": { "nl": "Ja → Track & Trace delen (stap 6). Nee → verwachte leverdatum communiceren (stap 5).", "en": "Yes → share Track & Trace (step 6). No → communicate expected delivery (step 5)." }, "branches": [ { "condition": "yes / as expected (evaluate: Already shipped?)", "next": "S5" }, { "condition": "no / exception / unclear — follow step note or hand off", "next": "E1" } ] }, { "id": "S5", "swimlane_step": 5, "type": "step", "actor": "Agent", "label": { "nl": "Verwachte leverdatum melden", "en": "Share expected delivery" }, "what": { "nl": "Nog niet verzonden: agent meldt de verwachte verzend-/leverdatum uit WMS.", "en": "Not yet shipped: agent communicates the expected ship/delivery date from WMS." }, "next": "S6" }, { "id": "S6", "swimlane_step": 6, "type": "step", "actor": "Carrier", "label": { "nl": "Track & Trace delen", "en": "Share Track & Trace" }, "what": { "nl": "Verzonden: agent deelt de Track & Trace-link van de vervoerder.", "en": "Shipped: agent shares the carrier's Track & Trace link." }, "next": "S7" }, { "id": "S7", "swimlane_step": 7, "type": "end", "actor": "Customer", "label": { "nl": "Klant geïnformeerd", "en": "Customer informed" }, "what": { "nl": "Klant weet de status — vraag opgelost, minder herhaalcontact.", "en": "Customer knows the status — query resolved, less repeat contact." }, "outcome": "resolved" } ] }, "guardrails": [ { "rule": "Live source: status must come from WMS/webshopplatform, not manual guessing.", "rule_nl": "Live bron: status moet uit WMS/webshopplatform komen, niet handmatig gokken.", "severity": "soft", "source": "Risk from swimlane 'CS-W01'" }, { "rule": "T&T timing: only share the link once the carrier has it; otherwise manage expectations.", "rule_nl": "T&T-timing: link pas delen als de vervoerder ’m heeft; anders verwachting managen.", "severity": "soft", "source": "Risk from swimlane 'CS-W01'" }, { "rule": "Never invent statuses, dates, amounts or facts. Use only values returned by the bound tools.", "severity": "hard" }, { "rule": "On doubt, conflict, tool error or an irritated customer: hand off to a human agent (E1).", "severity": "soft" } ], "escalation": { "E1": { "trigger": "Not found, tool error, angry customer, suspected fraud, or out-of-scope.", "action": "handoff_human", "queue": "CS L1 (human) — via helpdesk handoff", "context_to_pass": [ "last_customer_message", "tool_error" ] } }, "knowledge_refs": [ { "title": "CS-W01 swimlane", "url": "https://swimlanes.cxdigital.nl/CS-W01_Order_Status_TrackTrace.html" }, { "title": "CS-G04", "note": "related procedure in this set or on swimlanes.cxdigital.nl" }, { "title": "CS-W02", "note": "related procedure in this set or on swimlanes.cxdigital.nl" } ] }, { "$schema_note": "CX Digital agent-ready procedure (AOP v0.9), generated from swimlane CS-W11 on swimlanes.cxdigital.nl. Vendor-neutral. NO secrets: tools are logical names; bind them to the AI platform's own integrations.", "meta": { "id": "CS-W11", "title": { "nl": "WISMO – mét Sendcloud", "en": "WISMO – with Sendcloud" }, "version": "0.9-agent.1", "source_swimlane": "https://swimlanes.cxdigital.nl/CS-W11_WISMO_Sendcloud.html", "owner": "CS Manager — Jouw Webshop", "customer_facing_languages": [ "nl", "en" ], "spec_language": "en", "channels": [ "chat", "email" ], "related": [ "CS-W12", "CS-G04" ], "client_binding_note": "Generic reference version. Bind per client: systems, order-number format, thresholds, tone of voice.", "section": { "id": "order_delivery_wismo", "nl": "Order, levering & WISMO", "en": "Order, delivery & WISMO" } }, "intent": { "name": "cs_w11_wismo_with_sendcloud", "description": "Goal: quickly give the customer clarity on order status via Sendcloud tracking. | WISMO = “Where Is My Order”, the biggest contact driver in e-commerce.", "goal": { "nl": "Doel: klant snel duidelijkheid geven over de orderstatus via Sendcloud track & trace. | WISMO = “Where Is My Order”, de grootste contactdriver in e-commerce.", "en": "Goal: quickly give the customer clarity on order status via Sendcloud tracking. | WISMO = “Where Is My Order”, the biggest contact driver in e-commerce." }, "entry_conditions": "Customer message matches this process; see example utterances (to be enriched per client).", "out_of_scope": "See related processes: CS-W12, CS-G04", "example_utterances": { "nl": [ "mijn pakket staat al dagen stil", "track en trace werkt niet", "wanneer wordt mijn pakket bezorgd" ], "en": [ "my parcel hasn't moved for days", "tracking link doesn't work", "when will my parcel be delivered" ] } }, "actors": [ "Agent", "Customer", "Sendcloud" ], "actions": [ { "ref": "crm.lookupOrder", "description": "Look up the customer/order/ticket in the CRM or ticketing platform.", "binding": " — suggested: Helpdesk (Zendesk/Gorgias/…) + e-commerce platform (Shopify/Magento/…)", "secret_location": "AI platform integration credentials — NOT in this file" }, { "ref": "shipping.getTracking", "description": "Track & Trace, delivery dates and shipment events.", "binding": " — suggested: Sendcloud (or other carrier/shipping integration)", "secret_location": "AI platform integration credentials — NOT in this file" } ], "procedure": { "start": "S1", "steps": [ { "id": "S1", "swimlane_step": 1, "type": "step", "actor": "Customer", "label": { "nl": "Klant vraagt: waar is mijn order?", "en": "Customer asks: where is my order?" }, "what": { "nl": "Klant neemt contact op omdat de bestelling nog niet binnen is.", "en": "Customer reaches out because the order hasn't arrived yet." }, "next": "S2" }, { "id": "S2", "swimlane_step": 2, "type": "step", "actor": "Agent", "label": { "nl": "Order opzoeken in shop/OMS", "en": "Look up order in shop/OMS" }, "what": { "nl": "Agent zoekt de bestelling op ordernummer of e-mail.", "en": "Agent finds the order by order number or email." }, "next": "S3" }, { "id": "S3", "swimlane_step": 3, "type": "step", "actor": "Sendcloud", "label": { "nl": "Track & trace ophalen (Sendcloud)", "en": "Fetch tracking (Sendcloud)" }, "what": { "nl": "Sendcloud levert automatisch de actuele zendingstatus en tracking link.", "en": "Sendcloud automatically provides the current shipment status and tracking link." }, "next": "S4" }, { "id": "S4", "swimlane_step": 4, "type": "decision", "actor": "Agent", "label": { "nl": "Status beoordelen", "en": "Assess status" }, "what": { "nl": "Agent bepaalt: onderweg, vertraagd of zoek?", "en": "Agent decides: in transit, delayed or lost?" }, "detail": { "nl": "Bij vertraging/zoek: ga naar carrier-onderzoek (stap R).", "en": "If delayed/lost: go to carrier investigation (step R)." }, "branches": [ { "condition": "yes / as expected (evaluate: Assess status)", "next": "S5" }, { "condition": "no / exception / unclear — follow step note or hand off", "next": "E1" } ] }, { "id": "S5", "swimlane_step": 5, "type": "step", "actor": "Agent", "label": { "nl": "Klant informeren + tracking link", "en": "Inform customer + tracking link" }, "what": { "nl": "Agent stuurt status + Sendcloud tracking link, zodat klant zelf kan volgen.", "en": "Agent sends status + Sendcloud tracking link so the customer can self-serve." }, "next": "S6" }, { "id": "S6", "swimlane_step": 6, "type": "step", "actor": "Customer", "label": { "nl": "Klant volgt zending live", "en": "Customer tracks live" }, "what": { "nl": "Klant volgt de zending realtime via de tracking-pagina.", "en": "Customer follows the shipment in real time via the tracking page." }, "next": "S7" }, { "id": "S7", "swimlane_step": 7, "type": "end", "actor": "Customer", "label": { "nl": "Status duidelijk", "en": "Status clear" }, "what": { "nl": "Klant weet waar de order is – contact afgerond.", "en": "Customer knows where the order is – contact closed." }, "outcome": "resolved" } ] }, "guardrails": [ { "rule": "Self-service first: always include the tracking link so the customer can self-serve – this prevents repeat contact.", "rule_nl": "Self-service first: stuur altijd de tracking link mee zodat de klant zelf kan volgen – dit voorkomt herhaalcontact.", "severity": "soft", "source": "Risk from swimlane 'CS-W11'" }, { "rule": "Manage expectations: communicate a concrete expected delivery date, not a vague “on its way”.", "rule_nl": "Verwachting managen: communiceer een concrete verwachte leverdatum, geen vaag “onderweg”.", "severity": "soft", "source": "Risk from swimlane 'CS-W11'" }, { "rule": "Never invent statuses, dates, amounts or facts. Use only values returned by the bound tools.", "severity": "hard" }, { "rule": "On doubt, conflict, tool error or an irritated customer: hand off to a human agent (E1).", "severity": "soft" } ], "escalation": { "E1": { "trigger": "Not found, tool error, angry customer, suspected fraud, or out-of-scope.", "action": "handoff_human", "queue": "CS L1 (human) — via helpdesk handoff", "context_to_pass": [ "last_customer_message", "tool_error" ] } }, "knowledge_refs": [ { "title": "CS-W11 swimlane", "url": "https://swimlanes.cxdigital.nl/CS-W11_WISMO_Sendcloud.html" }, { "title": "CS-W12", "note": "related procedure in this set or on swimlanes.cxdigital.nl" }, { "title": "CS-G04", "note": "related procedure in this set or on swimlanes.cxdigital.nl" } ] }, { "$schema_note": "CX Digital agent-ready procedure (AOP v0.9), generated from swimlane CS-W12 on swimlanes.cxdigital.nl. Vendor-neutral. NO secrets: tools are logical names; bind them to the AI platform's own integrations.", "meta": { "id": "CS-W12", "title": { "nl": "WISMO – zonder Sendcloud (handmatig)", "en": "WISMO – without Sendcloud (manual)" }, "version": "0.9-agent.1", "source_swimlane": "https://swimlanes.cxdigital.nl/CS-W12_WISMO_Handmatig.html", "owner": "CS Manager — Jouw Webshop", "customer_facing_languages": [ "nl", "en" ], "spec_language": "en", "channels": [ "chat", "email" ], "related": [ "CS-W11" ], "client_binding_note": "Generic reference version. Bind per client: systems, order-number format, thresholds, tone of voice.", "section": { "id": "order_delivery_wismo", "nl": "Order, levering & WISMO", "en": "Order, delivery & WISMO" } }, "intent": { "name": "cs_w12_wismo_without_sendcloud_manual", "description": "Goal: provide order status without automated tracking. Agent checks manually with the carrier. | More steps and longer lead time than the Sendcloud variant.", "goal": { "nl": "Doel: orderstatus geven zonder geautomatiseerde tracking. Agent checkt handmatig bij de carrier. | Meer handelingen en langere doorlooptijd dan de Sendcloud-variant.", "en": "Goal: provide order status without automated tracking. Agent checks manually with the carrier. | More steps and longer lead time than the Sendcloud variant." }, "entry_conditions": "Customer message matches this process; see example utterances (to be enriched per client).", "out_of_scope": "See related processes: CS-W11", "example_utterances": { "nl": [ "is mijn bestelling al verzonden", "ik heb nog geen verzendmail gehad", "wanneer gaat mijn order de deur uit" ], "en": [ "has my order shipped", "I didn't get a shipping email", "when does my order ship" ] } }, "actors": [ "Agent", "Carrier", "Customer" ], "actions": [ { "ref": "crm.lookupOrder", "description": "Look up the customer/order/ticket in the CRM or ticketing platform.", "binding": " — suggested: Helpdesk (Zendesk/Gorgias/…) + e-commerce platform (Shopify/Magento/…)", "secret_location": "AI platform integration credentials — NOT in this file" }, { "ref": "carrier.getTrackTrace", "description": "Fetch or file Track & Trace / claim with the carrier.", "binding": " — suggested: Sendcloud / carrier integration", "secret_location": "AI platform integration credentials — NOT in this file" } ], "procedure": { "start": "S1", "steps": [ { "id": "S1", "swimlane_step": 1, "type": "step", "actor": "Customer", "label": { "nl": "Klant vraagt: waar is mijn order?", "en": "Customer asks: where is my order?" }, "what": { "nl": "Klant neemt contact op over een niet-ontvangen bestelling.", "en": "Customer reaches out about an order not received." }, "next": "S2" }, { "id": "S2", "swimlane_step": 2, "type": "step", "actor": "Agent", "label": { "nl": "Order opzoeken in shop/OMS", "en": "Look up order in shop/OMS" }, "what": { "nl": "Agent zoekt de order en het verzendbewijs/trackingnummer op.", "en": "Agent finds the order and the shipping proof/tracking number." }, "next": "S3" }, { "id": "S3", "swimlane_step": 3, "type": "decision", "actor": "Agent", "label": { "nl": "Status checken (handmatig)", "en": "Check status (manual)" }, "what": { "nl": "Agent bepaalt of de zending onderweg, vertraagd of zoek lijkt.", "en": "Agent assesses whether the shipment seems in transit, delayed or lost." }, "branches": [ { "condition": "yes / as expected (evaluate: Check status (manual))", "next": "S4" }, { "condition": "no / exception / unclear — follow step note or hand off", "next": "E1" } ] }, { "id": "S4", "swimlane_step": 4, "type": "step", "actor": "Carrier", "label": { "nl": "Carrier-status handmatig opvragen", "en": "Request carrier status manually" }, "what": { "nl": "Agent checkt de carrier-site of neemt contact op met de carrier.", "en": "Agent checks the carrier site or contacts the carrier." }, "next": "S5" }, { "id": "S5", "swimlane_step": 5, "type": "step", "actor": "Agent", "label": { "nl": "Klant per mail terugkoppelen", "en": "Reply to customer by email" }, "what": { "nl": "Agent stuurt de gevonden status handmatig naar de klant.", "en": "Agent manually sends the found status to the customer." }, "next": "S6" }, { "id": "S6", "swimlane_step": 6, "type": "step", "actor": "Customer", "label": { "nl": "Klant ontvangt update", "en": "Customer receives update" }, "what": { "nl": "Klant ontvangt de statusupdate per e-mail.", "en": "Customer receives the status update by email." }, "next": "S7" }, { "id": "S7", "swimlane_step": 7, "type": "end", "actor": "Customer", "label": { "nl": "Status duidelijk", "en": "Status clear" }, "what": { "nl": "Klant weet de status – contact afgerond.", "en": "Customer knows the status – contact closed." }, "outcome": "resolved" } ] }, "guardrails": [ { "rule": "Manual = error-prone: statuses are copied by hand; risk of errors and outdated info.", "rule_nl": "Handmatig = foutgevoelig: statussen worden overgetypt; risico op fouten en verouderde info.", "severity": "soft", "source": "Risk from swimlane 'CS-W12'" }, { "rule": "More repeat contact: without self-service tracking the customer calls back more often → higher workload.", "rule_nl": "Meer herhaalcontact: zonder self-service tracking belt de klant vaker terug → hogere werkdruk.", "severity": "soft", "source": "Risk from swimlane 'CS-W12'" }, { "rule": "Never invent statuses, dates, amounts or facts. Use only values returned by the bound tools.", "severity": "hard" }, { "rule": "On doubt, conflict, tool error or an irritated customer: hand off to a human agent (E1).", "severity": "soft" } ], "escalation": { "E1": { "trigger": "Not found, tool error, angry customer, suspected fraud, or out-of-scope.", "action": "handoff_human", "queue": "CS L1 (human) — via helpdesk handoff", "context_to_pass": [ "last_customer_message", "tool_error" ] } }, "knowledge_refs": [ { "title": "CS-W12 swimlane", "url": "https://swimlanes.cxdigital.nl/CS-W12_WISMO_Handmatig.html" }, { "title": "CS-W11", "note": "related procedure in this set or on swimlanes.cxdigital.nl" } ] }, { "$schema_note": "CX Digital agent-ready procedure (AOP v0.9), generated from swimlane CS-W06 on swimlanes.cxdigital.nl. Vendor-neutral. NO secrets: tools are logical names; bind them to the AI platform's own integrations.", "meta": { "id": "CS-W06", "title": { "nl": "Levertijd / voorraad / backorder", "en": "Lead time / stock / backorder" }, "version": "0.9-agent.1", "source_swimlane": "https://swimlanes.cxdigital.nl/CS-W06_Levertijd_Voorraad_Backorder.html", "owner": "CS Manager — Klant", "customer_facing_languages": [ "nl", "en" ], "spec_language": "en", "channels": [ "chat", "email" ], "related": [ "CS-W01", "CS-W04" ], "client_binding_note": "Generic reference version. Bind per client: systems, order-number format, thresholds, tone of voice.", "section": { "id": "order_delivery_wismo", "nl": "Order, levering & WISMO", "en": "Order, delivery & WISMO" } }, "intent": { "name": "cs_w06_lead_time_stock_backorder", "description": "Goal: answer lead time, stock and backorder questions correctly with WMS data. | How: check stock, communicate lead time or get backorder date from supplier.", "goal": { "nl": "Doel: vragen over levertijd, voorraad en backorder correct beantwoorden met WMS-data. | Hoe: voorraad checken, levertijd melden of backorder-datum opvragen bij leverancier.", "en": "Goal: answer lead time, stock and backorder questions correctly with WMS data. | How: check stock, communicate lead time or get backorder date from supplier." }, "entry_conditions": "Customer message matches this process; see example utterances (to be enriched per client).", "out_of_scope": "See related processes: CS-W01, CS-W04", "example_utterances": { "nl": [ "wanneer is dit weer op voorraad", "hoe lang is de levertijd", "waarom duurt mijn levering zo lang" ], "en": [ "when is this back in stock", "what is the delivery time", "why is my delivery taking so long" ] } }, "actors": [ "Agent", "Customer", "Supplier", "WMS" ], "actions": [ { "ref": "crm.lookupOrder", "description": "Look up the customer/order/ticket in the CRM or ticketing platform.", "binding": " — suggested: Helpdesk (Zendesk/Gorgias/…) + e-commerce platform (Shopify/Magento/…)", "secret_location": "AI platform integration credentials — NOT in this file" }, { "ref": "wms.getStatus", "description": "Fetch live order/stock/shipment status from WMS or webshop platform.", "binding": " — suggested: WMS / fulfilment (e.g. Monta, Picqer)", "secret_location": "AI platform integration credentials — NOT in this file" }, { "ref": "supplier.getDeliveryDate", "description": "Expected inbound/stock date from purchasing or supplier.", "binding": " — suggested: ERP / purchasing", "secret_location": "AI platform integration credentials — NOT in this file" } ], "procedure": { "start": "S1", "steps": [ { "id": "S1", "swimlane_step": 1, "type": "step", "actor": "Customer", "label": { "nl": "Vraag: levertijd / op voorraad?", "en": "Lead time / in stock?" }, "what": { "nl": "Klant vraagt of een product op voorraad is en wat de levertijd is.", "en": "Customer asks if a product is in stock and what the lead time is." }, "next": "S2" }, { "id": "S2", "swimlane_step": 2, "type": "step", "actor": "Agent", "label": { "nl": "Product opzoeken", "en": "Look up product" }, "what": { "nl": "Agent zoekt het product op in CRM/webshopplatform.", "en": "Agent looks up the product in CRM/webshopplatform." }, "next": "S3" }, { "id": "S3", "swimlane_step": 3, "type": "step", "actor": "WMS", "label": { "nl": "Voorraad & levertijd checken", "en": "Check stock & lead time" }, "what": { "nl": "Actuele voorraad en levertijd komen uit WMS.", "en": "Current stock and lead time come from WMS." }, "next": "S4" }, { "id": "S4", "swimlane_step": 4, "type": "decision", "actor": "Agent", "label": { "nl": "Op voorraad?", "en": "In stock?" }, "what": { "nl": "Beslissing: is het product op voorraad?", "en": "Decision: is the product in stock?" }, "detail": { "nl": "Ja → levertijd melden. Nee → backorder/aanvoer opvragen bij leverancier.", "en": "Yes → communicate lead time. No → request backorder/restock from supplier." }, "branches": [ { "condition": "yes / as expected (evaluate: In stock?)", "next": "S5" }, { "condition": "no / exception / unclear — follow step note or hand off", "next": "E1" } ] }, { "id": "S5", "swimlane_step": 5, "type": "step", "actor": "Supplier", "label": { "nl": "Backorder / aanvoer opvragen", "en": "Request backorder / restock" }, "what": { "nl": "Niet op voorraad: verwachte aanvoer/leverdatum opvragen bij de leverancier.", "en": "Out of stock: request expected restock/delivery date from the supplier." }, "next": "S6" }, { "id": "S6", "swimlane_step": 6, "type": "step", "actor": "Agent", "label": { "nl": "Levertijd / datum melden", "en": "Communicate lead time / date" }, "what": { "nl": "Agent communiceert de levertijd of de verwachte (backorder)datum.", "en": "Agent communicates the lead time or expected (backorder) date." }, "next": "S7" }, { "id": "S7", "swimlane_step": 7, "type": "end", "actor": "Customer", "label": { "nl": "Klant weet levertijd", "en": "Customer knows lead time" }, "what": { "nl": "Klant heeft duidelijkheid over levertijd/beschikbaarheid.", "en": "Customer has clarity on lead time/availability." }, "outcome": "resolved" } ] }, "guardrails": [ { "rule": "Live stock: from WMS; no promises based on guesswork.", "rule_nl": "Live voorraad: uit WMS; geen toezeggingen op gokwerk.", "severity": "soft", "source": "Risk from swimlane 'CS-W06'" }, { "rule": "Under-promise: communicate a realistic backorder date.", "rule_nl": "Onderbeloven: backorder-datum realistisch communiceren.", "severity": "soft", "source": "Risk from swimlane 'CS-W06'" }, { "rule": "Never invent statuses, dates, amounts or facts. Use only values returned by the bound tools.", "severity": "hard" }, { "rule": "On doubt, conflict, tool error or an irritated customer: hand off to a human agent (E1).", "severity": "soft" } ], "escalation": { "E1": { "trigger": "Not found, tool error, angry customer, suspected fraud, or out-of-scope.", "action": "handoff_human", "queue": "CS L1 (human) — via helpdesk handoff", "context_to_pass": [ "last_customer_message", "tool_error" ] } }, "knowledge_refs": [ { "title": "CS-W06 swimlane", "url": "https://swimlanes.cxdigital.nl/CS-W06_Levertijd_Voorraad_Backorder.html" }, { "title": "CS-W01", "note": "related procedure in this set or on swimlanes.cxdigital.nl" }, { "title": "CS-W04", "note": "related procedure in this set or on swimlanes.cxdigital.nl" } ] }, { "$schema_note": "CX Digital agent-ready procedure (AOP v0.9), generated from swimlane CS-W16 on swimlanes.cxdigital.nl. Vendor-neutral. NO secrets: tools are logical names; bind them to the AI platform's own integrations.", "meta": { "id": "CS-W16", "title": { "nl": "Order wijzigen / annuleren (vóór verzending)", "en": "Change / cancel order (before shipping)" }, "version": "0.9-agent.1", "source_swimlane": "https://swimlanes.cxdigital.nl/CS-W16_Order_Wijzigen_Annuleren.html", "owner": "CS Manager — Jouw Webshop", "customer_facing_languages": [ "nl", "en" ], "spec_language": "en", "channels": [ "chat", "email" ], "related": [ "CS-G04", "CS-W15" ], "client_binding_note": "Generic reference version. Bind per client: systems, order-number format, thresholds, tone of voice.", "section": { "id": "order_delivery_wismo", "nl": "Order, levering & WISMO", "en": "Order, delivery & WISMO" } }, "intent": { "name": "cs_w16_change_cancel_order_before_shipping", "description": "Goal: handle changes (address, product, cancellation) quickly while the order has not shipped yet. | Time-critical: the window before picking/shipping determines what is still possible.", "goal": { "nl": "Doel: wijzigingen (adres, product, annulering) snel verwerken zolang de order nog niet verzonden is. | Tijdkritisch: het tijdvenster vóór picking/verzending bepaalt wat nog kan.", "en": "Goal: handle changes (address, product, cancellation) quickly while the order has not shipped yet. | Time-critical: the window before picking/shipping determines what is still possible." }, "entry_conditions": "Customer message matches this process; see example utterances (to be enriched per client).", "out_of_scope": "See related processes: CS-G04, CS-W15", "example_utterances": { "nl": [ "ik wil mijn bestelling annuleren", "kan ik mijn adres nog wijzigen", "ik wil iets toevoegen aan mijn order" ], "en": [ "I want to cancel my order", "can I still change my address", "I want to add an item to my order" ] } }, "actors": [ "Agent", "Customer", "Finance", "Warehouse" ], "actions": [ { "ref": "crm.lookupOrder", "description": "Look up the customer/order/ticket in the CRM or ticketing platform.", "binding": " — suggested: Helpdesk (Zendesk/Gorgias/…) + e-commerce platform (Shopify/Magento/…)", "secret_location": "AI platform integration credentials — NOT in this file" }, { "ref": "wms.getStatus", "description": "Fetch live order/stock/shipment status from WMS or webshop platform.", "binding": " — suggested: WMS / fulfilment (e.g. Monta, Picqer)", "secret_location": "AI platform integration credentials — NOT in this file" }, { "ref": "returns.createReturn", "description": "Create/lookup a return or replacement.", "binding": " — suggested: Returns platform (e.g. Returnista, Sendcloud Returns)", "secret_location": "AI platform integration credentials — NOT in this file" } ], "procedure": { "start": "S1", "steps": [ { "id": "S1", "swimlane_step": 1, "type": "step", "actor": "Customer", "label": { "nl": "Klant: wijzig/annuleer order", "en": "Customer: change/cancel order" }, "what": { "nl": "Klant vraagt een adreswijziging, productwijziging of annulering aan.", "en": "Customer requests an address change, product change or cancellation." }, "next": "S2" }, { "id": "S2", "swimlane_step": 2, "type": "decision", "actor": "Agent", "label": { "nl": "Check: al verzonden?", "en": "Check: already shipped?" }, "what": { "nl": "Agent controleert de orderstatus en het verzendvenster.", "en": "Agent checks the order status and the shipping window." }, "detail": { "nl": "Al verzonden? → doorzetten naar retour/weigeren (stap R).", "en": "Already shipped? → route to return/refuse (step R)." }, "branches": [ { "condition": "yes / as expected (evaluate: Check: already shipped?)", "next": "S3" }, { "condition": "no / exception / unclear — follow step note or hand off", "next": "E1" } ] }, { "id": "S3", "swimlane_step": 3, "type": "step", "actor": "Agent", "label": { "nl": "Wijziging doorvoeren", "en": "Apply change" }, "what": { "nl": "Agent verwerkt adres-/productwijziging of zet de annulering in gang.", "en": "Agent applies the address/product change or initiates the cancellation." }, "next": "S4" }, { "id": "S4", "swimlane_step": 4, "type": "step", "actor": "Warehouse", "label": { "nl": "Order aanpassen/blokkeren in WMS", "en": "Adjust/hold order in WMS" }, "what": { "nl": "Warehouse past de order aan of blokkeert de picking op tijd.", "en": "Warehouse adjusts the order or holds the picking in time." }, "next": "S5" }, { "id": "S5", "swimlane_step": 5, "type": "step", "actor": "Agent", "label": { "nl": "Bevestiging naar klant", "en": "Confirmation to customer" }, "what": { "nl": "Agent bevestigt de doorgevoerde wijziging aan de klant.", "en": "Agent confirms the applied change to the customer." }, "next": "S6" }, { "id": "S6", "swimlane_step": 6, "type": "step", "actor": "Finance", "label": { "nl": "Bij annulering: refund", "en": "On cancellation: refund" }, "what": { "nl": "Bij annulering na betaling verwerkt finance de refund (zie CS-W15).", "en": "On cancellation after payment finance processes the refund (see CS-W15)." }, "next": "S7" }, { "id": "S7", "swimlane_step": 7, "type": "end", "actor": "Customer", "label": { "nl": "Order bijgewerkt", "en": "Order updated" }, "what": { "nl": "Wijziging/annulering is verwerkt en bevestigd.", "en": "Change/cancellation is applied and confirmed." }, "outcome": "resolved" } ] }, "guardrails": [ { "rule": "Window is everything: what's possible depends on status: before picking a lot, after almost nothing.", "rule_nl": "Tijdvenster is alles: wat nog kan hangt af van de status: vóór picking lukt veel, daarna bijna niets.", "severity": "soft", "source": "Risk from swimlane 'CS-W16'" }, { "rule": "Address change + carrier: an address change after handover to the carrier is often no longer possible.", "rule_nl": "Adreswijziging + carrier: een adreswijziging na overdracht aan de carrier is vaak niet meer mogelijk.", "severity": "soft", "source": "Risk from swimlane 'CS-W16'" }, { "rule": "Never invent statuses, dates, amounts or facts. Use only values returned by the bound tools.", "severity": "hard" }, { "rule": "On doubt, conflict, tool error or an irritated customer: hand off to a human agent (E1).", "severity": "soft" } ], "escalation": { "E1": { "trigger": "Not found, tool error, angry customer, suspected fraud, or out-of-scope.", "action": "handoff_human", "queue": "CS L1 (human) — via helpdesk handoff", "context_to_pass": [ "last_customer_message", "tool_error" ] } }, "knowledge_refs": [ { "title": "CS-W16 swimlane", "url": "https://swimlanes.cxdigital.nl/CS-W16_Order_Wijzigen_Annuleren.html" }, { "title": "CS-G04", "note": "related procedure in this set or on swimlanes.cxdigital.nl" }, { "title": "CS-W15", "note": "related procedure in this set or on swimlanes.cxdigital.nl" } ] }, { "$schema_note": "CX Digital agent-ready procedure (AOP v0.9), generated from swimlane CS-W04 on swimlanes.cxdigital.nl. Vendor-neutral. NO secrets: tools are logical names; bind them to the AI platform's own integrations.", "meta": { "id": "CS-W04", "title": { "nl": "Productadvies & maatvoering", "en": "Product advice & sizing" }, "version": "0.9-agent.1", "source_swimlane": "https://swimlanes.cxdigital.nl/CS-W04_Productadvies_Maatvoering.html", "owner": "CS Manager — Klant", "customer_facing_languages": [ "nl", "en" ], "spec_language": "en", "channels": [ "chat", "email" ], "related": [ "CS-G04", "CS-W06" ], "client_binding_note": "Generic reference version. Bind per client: systems, order-number format, thresholds, tone of voice.", "section": { "id": "order_delivery_wismo", "nl": "Order, levering & WISMO", "en": "Order, delivery & WISMO" } }, "intent": { "name": "cs_w04_product_advice_sizing", "description": "Goal: help the customer pick the right door hardware (lock, handle, hinge) with correct sizing — fewer returns from wrong sizes. | How: ask needs, sizing from knowledge base, advice + product link.", "goal": { "nl": "Doel: klant het juiste deurbeslag laten kiezen (slot, kruk, scharnier) met de juiste maatvoering — minder retouren door verkeerde maat. | Hoe: behoefte uitvragen, maatvoering uit kennisbank, advies + productlink.", "en": "Goal: help the customer pick the right door hardware (lock, handle, hinge) with correct sizing — fewer returns from wrong sizes. | How: ask needs, sizing from knowledge base, advice + product link." }, "entry_conditions": "Customer message matches this process; see example utterances (to be enriched per client).", "out_of_scope": "See related processes: CS-G04, CS-W06", "example_utterances": { "nl": [ "welke maat moet ik nemen", "past dit bij mijn model", "wat is het verschil tussen deze twee" ], "en": [ "which size should I choose", "is this compatible with my model", "what's the difference between these two" ] } }, "actors": [ "Agent", "Agent + webshopplatform", "Customer", "Knowledge base / webshopplatform", "Supplier / Brand" ], "actions": [ { "ref": "crm.lookupOrder", "description": "Look up the customer/order/ticket in the CRM or ticketing platform.", "binding": " — suggested: Helpdesk (Zendesk/Gorgias/…) + e-commerce platform (Shopify/Magento/…)", "secret_location": "AI platform integration credentials — NOT in this file" }, { "ref": "webshop.getOrder", "description": "Read order, payment or refund data from the webshop platform.", "binding": " — suggested: E-commerce platform (Shopify, WooCommerce, Magento…)", "secret_location": "AI platform integration credentials — NOT in this file" }, { "ref": "returns.createReturn", "description": "Create/lookup a return or replacement.", "binding": " — suggested: Returns platform (e.g. Returnista, Sendcloud Returns)", "secret_location": "AI platform integration credentials — NOT in this file" }, { "ref": "supplier.getDeliveryDate", "description": "Expected inbound/stock date from purchasing or supplier.", "binding": " — suggested: ERP / purchasing", "secret_location": "AI platform integration credentials — NOT in this file" } ], "procedure": { "start": "S1", "steps": [ { "id": "S1", "swimlane_step": 1, "type": "step", "actor": "Customer", "label": { "nl": "Productvraag / maatvoering", "en": "Product / sizing question" }, "what": { "nl": "Klant vraagt advies over een product of de juiste maatvoering.", "en": "Customer asks for advice on a product or the right sizing." }, "next": "S2" }, { "id": "S2", "swimlane_step": 2, "type": "step", "actor": "Agent", "label": { "nl": "Behoefte uitvragen", "en": "Ask needs / specs" }, "what": { "nl": "Agent vraagt type deur, toepassing en maten uit.", "en": "Agent asks for door type, use case and measurements." }, "next": "S3" }, { "id": "S3", "swimlane_step": 3, "type": "step", "actor": "Knowledge base / webshopplatform", "label": { "nl": "Maatvoering & info opzoeken", "en": "Look up sizing & info" }, "what": { "nl": "Agent zoekt maatvoering en productinfo op in de kennisbank/webshopplatform.", "en": "Agent looks up sizing and product info in the knowledge base/webshopplatform." }, "next": "S4" }, { "id": "S4", "swimlane_step": 4, "type": "decision", "actor": "Agent", "label": { "nl": "Info compleet?", "en": "Info complete?" }, "what": { "nl": "Beslissing: is alle info er om een sluitend advies te geven?", "en": "Decision: is all info available for solid advice?" }, "detail": { "nl": "Ja → advies + productlink. Nee → merk/leverancier raadplegen.", "en": "Yes → advice + product link. No → consult brand/supplier." }, "branches": [ { "condition": "yes / as expected (evaluate: Info complete?)", "next": "S5" }, { "condition": "no / exception / unclear — follow step note or hand off", "next": "E1" } ] }, { "id": "S5", "swimlane_step": 5, "type": "step", "actor": "Supplier / Brand", "label": { "nl": "Merk raadplegen (indien nodig)", "en": "Consult brand (if needed)" }, "what": { "nl": "Bij twijfel: maatvoering/compatibiliteit checken bij merk/leverancier.", "en": "When in doubt: check sizing/compatibility with brand/supplier." }, "next": "S6" }, { "id": "S6", "swimlane_step": 6, "type": "step", "actor": "Agent + webshopplatform", "label": { "nl": "Advies + productlink", "en": "Advice + product link" }, "what": { "nl": "Agent geeft passend advies met directe productlink (webshopplatform).", "en": "Agent gives fitting advice with a direct product link (webshopplatform)." }, "next": "S7" }, { "id": "S7", "swimlane_step": 7, "type": "end", "actor": "Customer", "label": { "nl": "Klant kiest juist product", "en": "Customer picks right product" }, "what": { "nl": "Klant bestelt met vertrouwen de juiste maat — minder retouren.", "en": "Customer confidently orders the right size — fewer returns." }, "outcome": "resolved" } ] }, "guardrails": [ { "rule": "Record sizing: per brand/series in the knowledge base — consistent advice.", "rule_nl": "Maatvoering vastleggen: per merk/serie in de kennisbank — consistent advies.", "severity": "soft", "source": "Risk from swimlane 'CS-W04'" }, { "rule": "Double-check: wrong advice = return; confirm sizing before ordering.", "rule_nl": "Dubbelcheck: verkeerd advies = retour; bevestig de maat vóór bestelling.", "severity": "soft", "source": "Risk from swimlane 'CS-W04'" }, { "rule": "Never invent statuses, dates, amounts or facts. Use only values returned by the bound tools.", "severity": "hard" }, { "rule": "On doubt, conflict, tool error or an irritated customer: hand off to a human agent (E1).", "severity": "soft" } ], "escalation": { "E1": { "trigger": "Not found, tool error, angry customer, suspected fraud, or out-of-scope.", "action": "handoff_human", "queue": "CS L1 (human) — via helpdesk handoff", "context_to_pass": [ "last_customer_message", "tool_error" ] } }, "knowledge_refs": [ { "title": "CS-W04 swimlane", "url": "https://swimlanes.cxdigital.nl/CS-W04_Productadvies_Maatvoering.html" }, { "title": "CS-G04", "note": "related procedure in this set or on swimlanes.cxdigital.nl" }, { "title": "CS-W06", "note": "related procedure in this set or on swimlanes.cxdigital.nl" } ] }, { "$schema_note": "CX Digital agent-ready procedure (AOP v0.9), generated from swimlane CS-W05 on swimlanes.cxdigital.nl. Vendor-neutral. NO secrets: tools are logical names; bind them to the AI platform's own integrations.", "meta": { "id": "CS-W05", "title": { "nl": "Offerte & zakelijk bestellen (B2B)", "en": "Quote & business order (B2B)" }, "version": "0.9-agent.1", "source_swimlane": "https://swimlanes.cxdigital.nl/CS-W05_Offerte_Zakelijk_B2B.html", "owner": "CS Manager — Klant", "customer_facing_languages": [ "nl", "en" ], "spec_language": "en", "channels": [ "chat", "email" ], "related": [ "CS-W07" ], "client_binding_note": "Generic reference version. Bind per client: systems, order-number format, thresholds, tone of voice.", "section": { "id": "order_delivery_wismo", "nl": "Order, levering & WISMO", "en": "Order, delivery & WISMO" } }, "intent": { "name": "cs_w05_quote_business_order_b2b", "description": "Goal: let business customers quickly get a quote or place a business order. | How: ask needs + volumes, check price/stock, send quote, order + invoice.", "goal": { "nl": "Doel: zakelijke klanten snel een offerte of zakelijke bestelling laten plaatsen. | Hoe: behoefte + aantallen uitvragen, prijs/voorraad checken, offerte versturen, order + factuur.", "en": "Goal: let business customers quickly get a quote or place a business order. | How: ask needs + volumes, check price/stock, send quote, order + invoice." }, "entry_conditions": "Customer message matches this process; see example utterances (to be enriched per client).", "out_of_scope": "See related processes: CS-W07", "example_utterances": { "nl": [ "ik wil een offerte voor 50 stuks", "hebben jullie zakelijke prijzen", "kan ik op factuur bestellen" ], "en": [ "I'd like a quote for 50 units", "do you have business pricing", "can I order on invoice" ] } }, "actors": [ "Agent / Sales", "Business customer", "Order / Invoice", "webshopplatform / WMS" ], "actions": [ { "ref": "crm.lookupOrder", "description": "Look up the customer/order/ticket in the CRM or ticketing platform.", "binding": " — suggested: Helpdesk (Zendesk/Gorgias/…) + e-commerce platform (Shopify/Magento/…)", "secret_location": "AI platform integration credentials — NOT in this file" }, { "ref": "wms.getStatus", "description": "Fetch live order/stock/shipment status from WMS or webshop platform.", "binding": " — suggested: WMS / fulfilment (e.g. Monta, Picqer)", "secret_location": "AI platform integration credentials — NOT in this file" }, { "ref": "webshop.getOrder", "description": "Read order, payment or refund data from the webshop platform.", "binding": " — suggested: E-commerce platform (Shopify, WooCommerce, Magento…)", "secret_location": "AI platform integration credentials — NOT in this file" }, { "ref": "payment.getStatus", "description": "Read payment/invoice status from the payment service provider.", "binding": " — suggested: PSP (e.g. Mollie, Adyen, Stripe, Klarna)", "secret_location": "AI platform integration credentials — NOT in this file" } ], "procedure": { "start": "S1", "steps": [ { "id": "S1", "swimlane_step": 1, "type": "step", "actor": "Business customer", "label": { "nl": "Offerteaanvraag / zakelijk", "en": "Quote request / business" }, "what": { "nl": "Zakelijke klant vraagt een offerte aan of wil zakelijk bestellen.", "en": "Business customer requests a quote or wants to order for business." }, "next": "S2" }, { "id": "S2", "swimlane_step": 2, "type": "step", "actor": "Agent / Sales", "label": { "nl": "Behoefte + aantallen", "en": "Needs + volumes" }, "what": { "nl": "Agent/Sales vraagt producten, aantallen en gewenste levering uit.", "en": "Agent/Sales asks for products, volumes and desired delivery." }, "next": "S3" }, { "id": "S3", "swimlane_step": 3, "type": "decision", "actor": "Agent / Sales", "label": { "nl": "Standaard of maatwerk?", "en": "Standard or custom?" }, "what": { "nl": "Beslissing: standaard prijs of maatwerk/prijsafspraak nodig?", "en": "Decision: standard pricing or custom/price agreement needed?" }, "detail": { "nl": "Standaard → direct offerte. Maatwerk → prijs/voorraad opvragen.", "en": "Standard → quote directly. Custom → check price/stock." }, "branches": [ { "condition": "yes / as expected (evaluate: Standard or custom?)", "next": "S4" }, { "condition": "no / exception / unclear — follow step note or hand off", "next": "E1" } ] }, { "id": "S4", "swimlane_step": 4, "type": "step", "actor": "webshopplatform / WMS", "label": { "nl": "Prijs & voorraad checken", "en": "Check price & stock" }, "what": { "nl": "Prijs en voorraad checken in webshopplatform/WMS (incl. B2B-korting).", "en": "Check price and stock in webshopplatform/WMS (incl. B2B discount)." }, "next": "S5" }, { "id": "S5", "swimlane_step": 5, "type": "step", "actor": "Agent / Sales", "label": { "nl": "Offerte opstellen + sturen", "en": "Draft + send quote" }, "what": { "nl": "Agent stelt de offerte op en stuurt deze naar de klant.", "en": "Agent drafts the quote and sends it to the customer." }, "next": "S6" }, { "id": "S6", "swimlane_step": 6, "type": "step", "actor": "Business customer", "label": { "nl": "Akkoord op offerte", "en": "Approve quote" }, "what": { "nl": "Klant gaat akkoord met de offerte.", "en": "Customer approves the quote." }, "next": "S7" }, { "id": "S7", "swimlane_step": 7, "type": "end", "actor": "Order / Invoice", "label": { "nl": "Order + factuur", "en": "Order + invoice" }, "what": { "nl": "Order wordt geplaatst en (zakelijke) factuur verstuurd.", "en": "Order is placed and the (business) invoice is sent." }, "outcome": "resolved" } ] }, "guardrails": [ { "rule": "Price agreements: record B2B discount/tiers per customer.", "rule_nl": "Prijsafspraken: B2B-korting/staffel vastleggen per klant.", "severity": "soft", "source": "Risk from swimlane 'CS-W05'" }, { "rule": "Payment terms: on account vs. upfront — define terms.", "rule_nl": "Betaaltermijn: op rekening vs. vooruit — voorwaarden bepalen.", "severity": "soft", "source": "Risk from swimlane 'CS-W05'" }, { "rule": "Never invent statuses, dates, amounts or facts. Use only values returned by the bound tools.", "severity": "hard" }, { "rule": "On doubt, conflict, tool error or an irritated customer: hand off to a human agent (E1).", "severity": "soft" } ], "escalation": { "E1": { "trigger": "Not found, tool error, angry customer, suspected fraud, or out-of-scope.", "action": "handoff_human", "queue": "CS L1 (human) — via helpdesk handoff", "context_to_pass": [ "last_customer_message", "tool_error" ] } }, "knowledge_refs": [ { "title": "CS-W05 swimlane", "url": "https://swimlanes.cxdigital.nl/CS-W05_Offerte_Zakelijk_B2B.html" }, { "title": "CS-W07", "note": "related procedure in this set or on swimlanes.cxdigital.nl" } ] }, { "$schema_note": "CX Digital agent-ready procedure (AOP v0.9), generated from swimlane CS-E10 on swimlanes.cxdigital.nl. Vendor-neutral. NO secrets: tools are logical names; bind them to the AI platform's own integrations.", "meta": { "id": "CS-E10", "title": { "nl": "Cross-sell / upsell via CS", "en": "Cross-sell / upsell via CS" }, "version": "0.9-agent.1", "source_swimlane": "https://swimlanes.cxdigital.nl/CS-E10_CrossSell_Upsell.html", "owner": "CS Manager — Jouw Webshop", "customer_facing_languages": [ "nl", "en" ], "spec_language": "en", "channels": [ "chat", "email" ], "related": [ "CS-S03" ], "client_binding_note": "Generic reference version. Bind per client: systems, order-number format, thresholds, tone of voice.", "section": { "id": "order_delivery_wismo", "nl": "Order, levering & WISMO", "en": "Order, delivery & WISMO" } }, "intent": { "name": "cs_e10_cross_sell_upsell_via_cs", "description": "Goal: CS as a revenue generator — help the customer with a better solution, not pushy but helpful. | Note: NEVER during a complaint or problem. | Tracking: tags + monthly reporting.", "goal": { "nl": "Doel: CS als revenue generator — de klant helpen met een betere oplossing, niet pushy maar behulpzaam. | Let op: NOOIT bij een klacht of probleem. | Tracking: tags + maandelijkse rapportage.", "en": "Goal: CS as a revenue generator — help the customer with a better solution, not pushy but helpful. | Note: NEVER during a complaint or problem. | Tracking: tags + monthly reporting." }, "entry_conditions": "Customer message matches this process; see example utterances (to be enriched per client).", "out_of_scope": "See related processes: CS-S03", "example_utterances": { "nl": [ "wat past er nog meer bij", "hebben jullie ook accessoires hiervoor", "is er een voordeelset" ], "en": [ "what goes well with this", "do you have accessories for this", "is there a bundle deal" ] } }, "actors": [ "Agent", "Customer", "Reporting" ], "actions": [ { "ref": "crm.lookupOrder", "description": "Look up the customer/order/ticket in the CRM or ticketing platform.", "binding": " — suggested: Helpdesk (Zendesk/Gorgias/…) + e-commerce platform (Shopify/Magento/…)", "secret_location": "AI platform integration credentials — NOT in this file" } ], "procedure": { "start": "S1", "steps": [ { "id": "S1", "swimlane_step": 1, "type": "step", "actor": "Customer", "label": { "nl": "Klant vraagt advies / koopt", "en": "Customer asks advice / buys" }, "what": { "nl": "De klant vraagt advies, of een product is out of stock, of een accessoire past bij de aankoop.", "en": "The customer asks for advice, or a product is out of stock, or an accessory fits the purchase." }, "next": "S2" }, { "id": "S2", "swimlane_step": 2, "type": "decision", "actor": "Agent", "label": { "nl": "Gepast moment?", "en": "Appropriate moment?" }, "what": { "nl": "Beslissing: is dit een gepast moment? NIET bij een klacht of probleem.", "en": "Decision: is this an appropriate moment? NOT during a complaint or problem." }, "branches": [ { "condition": "yes / as expected (evaluate: Appropriate moment?)", "next": "S3" }, { "condition": "no / exception / unclear — follow step note or hand off", "next": "E1" } ] }, { "id": "S3", "swimlane_step": 3, "type": "step", "actor": "Agent", "label": { "nl": "Relevante suggestie doen", "en": "Make relevant suggestion" }, "what": { "nl": "Agent doet een relevante suggestie ('customers also liked…') — een suggestie, geen push, alleen als het de klant helpt.", "en": "Agent makes a relevant suggestion ('customers also liked…') — a suggestion, not a push, only if it helps the customer." }, "next": "S4" }, { "id": "S4", "swimlane_step": 4, "type": "step", "actor": "Agent", "label": { "nl": "Tag 'cross-sell-suggested'", "en": "Tag 'cross-sell-suggested'" }, "what": { "nl": "Agent zet de tag 'cross-sell-suggested' en documenteert de suggestie in het ticket.", "en": "Agent sets the 'cross-sell-suggested' tag and documents the suggestion in the ticket." }, "next": "S5" }, { "id": "S5", "swimlane_step": 5, "type": "decision", "actor": "Customer", "label": { "nl": "Klant accepteert?", "en": "Customer accepts?" }, "what": { "nl": "Beslissing: neemt de klant de suggestie aan?", "en": "Decision: does the customer accept the suggestion?" }, "branches": [ { "condition": "yes / as expected (evaluate: Customer accepts?)", "next": "S6" }, { "condition": "no / exception / unclear — follow step note or hand off", "next": "E1" } ] }, { "id": "S6", "swimlane_step": 6, "type": "end", "actor": "Agent", "label": { "nl": "Tag 'cross-sell-accepted'", "en": "Tag 'cross-sell-accepted'" }, "what": { "nl": "Bij acceptatie zet de agent de tag 'cross-sell-accepted'.", "en": "On acceptance the agent sets the 'cross-sell-accepted' tag." }, "outcome": "resolved" }, { "id": "S7", "swimlane_step": 7, "type": "step", "actor": "Reporting", "label": { "nl": "Maandelijkse rapportage", "en": "Monthly reporting" }, "what": { "nl": "De cross-sell-tags worden maandelijks gerapporteerd om de bijdrage van CS aan revenue te meten.", "en": "The cross-sell tags are reported monthly to measure CS's contribution to revenue." }, "next": "E1" } ] }, "guardrails": [ { "rule": "Never during complaint/problem: cross-sell only once the customer is helped, not during a complaint.", "rule_nl": "Nooit bij klacht/probleem: cross-sell alleen wanneer de klant geholpen is, niet tijdens een klacht.", "severity": "soft", "source": "Risk from swimlane 'CS-E10'" }, { "rule": "Suggestion, not a push: only propose when it's truly relevant for the customer.", "rule_nl": "Suggestie, geen push: alleen voorstellen als het echt relevant is voor de klant.", "severity": "soft", "source": "Risk from swimlane 'CS-E10'" }, { "rule": "Never invent statuses, dates, amounts or facts. Use only values returned by the bound tools.", "severity": "hard" }, { "rule": "On doubt, conflict, tool error or an irritated customer: hand off to a human agent (E1).", "severity": "soft" } ], "escalation": { "E1": { "trigger": "Not found, tool error, angry customer, suspected fraud, or out-of-scope.", "action": "handoff_human", "queue": "CS L1 (human) — via helpdesk handoff", "context_to_pass": [ "last_customer_message", "tool_error" ] } }, "knowledge_refs": [ { "title": "CS-E10 swimlane", "url": "https://swimlanes.cxdigital.nl/CS-E10_CrossSell_Upsell.html" }, { "title": "CS-S03", "note": "related procedure in this set or on swimlanes.cxdigital.nl" } ] }, { "$schema_note": "CX Digital agent-ready procedure (AOP v0.9), generated from swimlane CS-W30 on swimlanes.cxdigital.nl. Vendor-neutral. NO secrets: tools are logical names; bind them to the AI platform's own integrations.", "meta": { "id": "CS-W30", "title": { "nl": "Orderbevestiging & verwachtingsmanagement", "en": "Order confirmation & expectation management" }, "version": "1.0-agent.1", "source_swimlane": "https://swimlanes.cxdigital.nl/CS-W30_Orderbevestiging_Verwachting.html", "owner": "CS Manager — Client", "customer_facing_languages": [ "nl", "en" ], "spec_language": "en", "channels": [ "chat", "email" ], "related": [ "CS-W01", "CS-W16", "CS-W31" ], "client_binding_note": "Generic reference version. Bind per client: systems, order-number format, thresholds, tone of voice.", "section": { "id": "order_delivery_wismo", "nl": "Order, levering & WISMO", "en": "Order, delivery & WISMO" } }, "intent": { "name": "cs_w30_order_confirmation_expectation_management", "description": "Order confirmation & expectation management", "goal": { "nl": null, "en": null }, "entry_conditions": "Customer message matches this process; see example utterances (to be enriched per client).", "out_of_scope": "See related processes: CS-W01, CS-W16, CS-W31", "example_utterances": { "nl": [ "ik heb geen orderbevestiging ontvangen", "klopt mijn bestelling wel", "wanneer kan ik mijn order verwachten" ], "en": [ "I didn't receive an order confirmation", "is my order correct", "when can I expect my order" ] } }, "actors": [ "Agent (CS)", "Customer", "System" ], "actions": [ { "ref": "crm.lookupOrder", "description": "Look up the customer/order/ticket in the CRM or ticketing platform.", "binding": " — suggested: Helpdesk (Zendesk/Gorgias/…) + e-commerce platform (Shopify/Magento/…)", "secret_location": "AI platform integration credentials — NOT in this file" } ], "procedure": { "start": "S1", "steps": [ { "id": "S1", "swimlane_step": 1, "type": "step", "actor": "Customer", "label": { "nl": "Plaatst bestelling", "en": "Places order" }, "what": { "nl": "Klant rondt de bestelling af in de webshop.", "en": "Customer completes the order in the shop." }, "next": "S2" }, { "id": "S2", "swimlane_step": 2, "type": "step", "actor": "System", "label": { "nl": "Automatische orderbevestiging", "en": "Automatic order confirmation" }, "what": { "nl": "Systeem stuurt direct een orderbevestiging met de besteldetails.", "en": "System sends an order confirmation with the order details right away." }, "next": "S3" }, { "id": "S3", "swimlane_step": 3, "type": "step", "actor": "System", "label": { "nl": "Verwachte leverdatum tonen", "en": "Show expected delivery date" }, "what": { "nl": "Bereken en communiceer de verwachte verzend-/leverdatum.", "en": "Calculate and communicate the expected ship/delivery date." }, "next": "S4" }, { "id": "S4", "swimlane_step": 4, "type": "decision", "actor": "System", "label": { "nl": "Op voorraad & op tijd?", "en": "In stock & on time?" }, "what": { "nl": "Alles leverbaar en op tijd? Ja → stap 5. Nee → CS-W31 (Backorder/deellevering).", "en": "All deliverable and on time? Yes → step 5. No → CS-W31 (backorder/partial)." }, "branches": [ { "condition": "Ja / Yes", "next": "S5" }, { "condition": "see step text", "handoff_procedure": "CS-W31" }, { "condition": "unclear / tool error", "next": "E1" } ] }, { "id": "S5", "swimlane_step": 5, "type": "step", "actor": "System", "label": { "nl": "Next steps: volg order + wijzig-optie", "en": "Next steps: track + change option" }, "what": { "nl": "Toon ‘volg je order’ (CS-W01) en de mogelijkheid tot wijzigen/annuleren (CS-W16).", "en": "Show ‘track your order’ (CS-W01) and the option to change/cancel (CS-W16)." }, "next": "S6" }, { "id": "S6", "swimlane_step": 6, "type": "step", "actor": "Agent (CS)", "label": { "nl": "Afwijking? proactief updaten", "en": "Deviation? proactively update" }, "what": { "nl": "Bij afwijking van de belofte: informeer de klant proactief vóór de verwachte datum.", "en": "If the promise slips: proactively inform the customer before the expected date." }, "next": "S7" }, { "id": "S7", "swimlane_step": 7, "type": "end", "actor": "Customer", "label": { "nl": "Klant weet wat & wanneer", "en": "Customer knows what & when" }, "what": { "nl": "Klant heeft heldere verwachtingen en weet waar de order te volgen is.", "en": "Customer has clear expectations and knows where to track the order." }, "outcome": "resolved" } ] }, "guardrails": [ { "rule": "Never invent statuses, dates, amounts or facts. Use only values returned by the bound tools.", "severity": "hard" }, { "rule": "On doubt, conflict, tool error or an irritated customer: hand off to a human agent (E1).", "severity": "soft" } ], "escalation": { "E1": { "trigger": "Not found, tool error, angry customer, suspected fraud, or out-of-scope.", "action": "handoff_human", "queue": "CS L1 (human) — via helpdesk handoff", "context_to_pass": [ "last_customer_message", "tool_error" ] } }, "knowledge_refs": [ { "title": "CS-W30 swimlane", "url": "https://swimlanes.cxdigital.nl/CS-W30_Orderbevestiging_Verwachting.html" }, { "title": "CS-W01", "note": "related procedure in this set or on swimlanes.cxdigital.nl" }, { "title": "CS-W16", "note": "related procedure in this set or on swimlanes.cxdigital.nl" }, { "title": "CS-W31", "note": "related procedure in this set or on swimlanes.cxdigital.nl" } ] }, { "$schema_note": "CX Digital agent-ready procedure (AOP v0.9), generated from swimlane CS-W31 on swimlanes.cxdigital.nl. Vendor-neutral. NO secrets: tools are logical names; bind them to the AI platform's own integrations.", "meta": { "id": "CS-W31", "title": { "nl": "Backorder & deellevering-communicatie", "en": "Backorder & partial delivery comms" }, "version": "1.0-agent.1", "source_swimlane": "https://swimlanes.cxdigital.nl/CS-W31_Backorder_Deellevering.html", "owner": "CS Manager — Client", "customer_facing_languages": [ "nl", "en" ], "spec_language": "en", "channels": [ "chat", "email" ], "related": [ "CS-W06", "CS-W16" ], "client_binding_note": "Generic reference version. Bind per client: systems, order-number format, thresholds, tone of voice.", "section": { "id": "order_delivery_wismo", "nl": "Order, levering & WISMO", "en": "Order, delivery & WISMO" } }, "intent": { "name": "cs_w31_backorder_partial_delivery_comms", "description": "Backorder & partial delivery comms", "goal": { "nl": null, "en": null }, "entry_conditions": "Customer message matches this process; see example utterances (to be enriched per client).", "out_of_scope": "See related processes: CS-W06, CS-W16", "example_utterances": { "nl": [ "ik heb maar een deel van mijn bestelling ontvangen", "waar is de rest van mijn order", "kan ik wachten tot alles binnen is" ], "en": [ "I only received part of my order", "where is the rest of my order", "can I wait until everything is in stock" ] } }, "actors": [ "Agent (CS)", "Customer", "System", "Warehouse" ], "actions": [ { "ref": "crm.lookupOrder", "description": "Look up the customer/order/ticket in the CRM or ticketing platform.", "binding": " — suggested: Helpdesk (Zendesk/Gorgias/…) + e-commerce platform (Shopify/Magento/…)", "secret_location": "AI platform integration credentials — NOT in this file" }, { "ref": "wms.getStatus", "description": "Fetch live order/stock/shipment status from WMS or webshop platform.", "binding": " — suggested: WMS / fulfilment (e.g. Monta, Picqer)", "secret_location": "AI platform integration credentials — NOT in this file" } ], "procedure": { "start": "S1", "steps": [ { "id": "S1", "swimlane_step": 1, "type": "step", "actor": "System", "label": { "nl": "Signaleer backorder/deellevering", "en": "Detect backorder/partial" }, "what": { "nl": "Systeem signaleert dat (een deel van) de order niet direct leverbaar is.", "en": "System detects that (part of) the order is not immediately available." }, "next": "S2" }, { "id": "S2", "swimlane_step": 2, "type": "step", "actor": "Agent (CS)", "label": { "nl": "Meld proactief + nieuwe datum", "en": "Proactively notify + new date" }, "what": { "nl": "Informeer de klant proactief met een realistische nieuwe datum.", "en": "Proactively inform the customer with a realistic new date." }, "next": "S3" }, { "id": "S3", "swimlane_step": 3, "type": "decision", "actor": "Customer", "label": { "nl": "Keuze klant?", "en": "Customer choice?" }, "what": { "nl": "Klant kiest: wachten, order splitsen (deellevering) of annuleren.", "en": "Customer chooses: wait, split the order (partial) or cancel." }, "branches": [ { "condition": "otherwise", "next": "S4" }, { "condition": "unclear / tool error", "next": "E1" } ] }, { "id": "S4", "swimlane_step": 4, "type": "step", "actor": "System", "label": { "nl": "Verwerk keuze in order (CS-W16)", "en": "Apply choice to order (CS-W16)" }, "what": { "nl": "Verwerk de keuze in de order volgens CS-W16 (wijzigen/splitsen/annuleren).", "en": "Apply the choice to the order per CS-W16 (change/split/cancel)." }, "next": "S5" }, { "id": "S5", "swimlane_step": 5, "type": "step", "actor": "Warehouse", "label": { "nl": "(Deel)levering uitvoeren", "en": "Execute (partial) delivery" }, "what": { "nl": "Magazijn verstuurt de beschikbare items; restant volgt bij binnenkomst.", "en": "Warehouse ships available items; remainder follows on arrival." }, "next": "S6" }, { "id": "S6", "swimlane_step": 6, "type": "step", "actor": "System", "label": { "nl": "Bewaak tot compleet", "en": "Track until complete" }, "what": { "nl": "Bewaak de backorder tot de order volledig geleverd is.", "en": "Track the backorder until the order is fully delivered." }, "next": "S7" }, { "id": "S7", "swimlane_step": 7, "type": "end", "actor": "Customer", "label": { "nl": "Compleet geleverd", "en": "Fully delivered" }, "what": { "nl": "Order is compleet geleverd; verwachtingen zijn onderweg gemanaged.", "en": "Order fully delivered; expectations were managed along the way." }, "outcome": "resolved" } ] }, "guardrails": [ { "rule": "Never invent statuses, dates, amounts or facts. Use only values returned by the bound tools.", "severity": "hard" }, { "rule": "On doubt, conflict, tool error or an irritated customer: hand off to a human agent (E1).", "severity": "soft" } ], "escalation": { "E1": { "trigger": "Not found, tool error, angry customer, suspected fraud, or out-of-scope.", "action": "handoff_human", "queue": "CS L1 (human) — via helpdesk handoff", "context_to_pass": [ "last_customer_message", "tool_error" ] } }, "knowledge_refs": [ { "title": "CS-W31 swimlane", "url": "https://swimlanes.cxdigital.nl/CS-W31_Backorder_Deellevering.html" }, { "title": "CS-W06", "note": "related procedure in this set or on swimlanes.cxdigital.nl" }, { "title": "CS-W16", "note": "related procedure in this set or on swimlanes.cxdigital.nl" } ] }, { "$schema_note": "CX Digital agent-ready procedure (AOP v0.9), generated from swimlane CS-W26 on swimlanes.cxdigital.nl. Vendor-neutral. NO secrets: tools are logical names; bind them to the AI platform's own integrations.", "meta": { "id": "CS-W26", "title": { "nl": "Voorraad- & levertijdbelofte (PDP)", "en": "Stock & lead-time promise (PDP)" }, "version": "1.0-agent.1", "source_swimlane": "https://swimlanes.cxdigital.nl/CS-W26_Voorraad_Levertijdbelofte.html", "owner": "CS Manager — Client", "customer_facing_languages": [ "nl", "en" ], "spec_language": "en", "channels": [ "chat", "email" ], "related": [ "CS-W06" ], "client_binding_note": "Generic reference version. Bind per client: systems, order-number format, thresholds, tone of voice.", "section": { "id": "order_delivery_wismo", "nl": "Order, levering & WISMO", "en": "Order, delivery & WISMO" } }, "intent": { "name": "cs_w26_stock_lead_time_promise_pdp", "description": "Stock & lead-time promise (PDP)", "goal": { "nl": null, "en": null }, "entry_conditions": "Customer message matches this process; see example utterances (to be enriched per client).", "out_of_scope": "See related processes: CS-W06", "example_utterances": { "nl": [ "als ik nu bestel wanneer heb ik het dan", "is dit echt morgen in huis", "klopt de levertijd op de website" ], "en": [ "if I order now when will I get it", "will this really arrive tomorrow", "is the delivery time on the website correct" ] } }, "actors": [ "Customer", "Ops / IT", "System" ], "actions": [ { "ref": "crm.lookup", "description": "Generic CRM/ticket lookup. Bind per client.", "binding": " — suggested: Helpdesk + e-commerce platform", "secret_location": "AI platform integration credentials — NOT in this file" } ], "procedure": { "start": "S1", "steps": [ { "id": "S1", "swimlane_step": 1, "type": "step", "actor": "Ops / IT", "label": { "nl": "Bron van waarheid voorraad", "en": "Single source of truth stock" }, "what": { "nl": "Bepaal de leidende voorraadbron (WMS/ERP) waarop de PDP zich baseert.", "en": "Define the leading stock source (WMS/ERP) the PDP relies on." }, "next": "S2" }, { "id": "S2", "swimlane_step": 2, "type": "step", "actor": "System", "label": { "nl": "Levertijd-logica per productgroep", "en": "Lead-time logic per product group" }, "what": { "nl": "Stel de levertijd-logica per productgroep in (voorraad, pre-order, maatwerk).", "en": "Set lead-time logic per product group (stock, pre-order, custom)." }, "next": "S3" }, { "id": "S3", "swimlane_step": 3, "type": "decision", "actor": "System", "label": { "nl": "Op voorraad?", "en": "In stock?" }, "what": { "nl": "Is het artikel op voorraad? Ja → stap 4 (levertijd tonen). Nee → stap 5 (backorder/pre-order).", "en": "Is the item in stock? Yes → step 4 (show lead time). No → step 5 (backorder/pre-order)." }, "branches": [ { "condition": "Ja / Yes", "next": "S4" }, { "condition": "Nee / No", "next": "S5" }, { "condition": "unclear / tool error", "next": "E1" } ] }, { "id": "S4", "swimlane_step": 4, "type": "step", "actor": "System", "label": { "nl": "Levertijd tonen op PDP", "en": "Show lead time on PDP" }, "what": { "nl": "Toon een concrete, kloppende levertijd op de productpagina.", "en": "Show a concrete, accurate lead time on the product page." }, "next": "S5" }, { "id": "S5", "swimlane_step": 5, "type": "step", "actor": "System", "label": { "nl": "Backorder/pre-order-belofte", "en": "Backorder/pre-order promise" }, "what": { "nl": "Geen voorraad: toon een eerlijke backorder-/pre-order-belofte met datum.", "en": "No stock: show an honest backorder/pre-order promise with a date." }, "next": "S6" }, { "id": "S6", "swimlane_step": 6, "type": "end", "actor": "Customer", "label": { "nl": "Kloppende belofte vóór koop", "en": "Accurate promise before buying" }, "what": { "nl": "Klant ziet vóór de koop een realistische levertijd — minder WISMO achteraf.", "en": "Customer sees a realistic lead time before buying — less WISMO later." }, "outcome": "resolved" } ] }, "guardrails": [ { "rule": "Never invent statuses, dates, amounts or facts. Use only values returned by the bound tools.", "severity": "hard" }, { "rule": "On doubt, conflict, tool error or an irritated customer: hand off to a human agent (E1).", "severity": "soft" } ], "escalation": { "E1": { "trigger": "Not found, tool error, angry customer, suspected fraud, or out-of-scope.", "action": "handoff_human", "queue": "CS L1 (human) — via helpdesk handoff", "context_to_pass": [ "last_customer_message", "tool_error" ] } }, "knowledge_refs": [ { "title": "CS-W26 swimlane", "url": "https://swimlanes.cxdigital.nl/CS-W26_Voorraad_Levertijdbelofte.html" }, { "title": "CS-W06", "note": "related procedure in this set or on swimlanes.cxdigital.nl" } ] }, { "$schema_note": "CX Digital agent-ready procedure (AOP v0.9), generated from swimlane CS-S05 on swimlanes.cxdigital.nl. Vendor-neutral. NO secrets: tools are logical names; bind them to the AI platform's own integrations.", "meta": { "id": "CS-S05", "title": { "nl": "Klachten & escalatie", "en": "Complaints & escalation" }, "version": "0.9-agent.1", "source_swimlane": "https://swimlanes.cxdigital.nl/CS-S05_Klachten_Escalatie.html", "owner": "CS Manager — Jouw Webshop", "customer_facing_languages": [ "nl", "en" ], "spec_language": "en", "channels": [ "chat", "email" ], "related": [ "CS-S03", "CS-S08" ], "client_binding_note": "Generic reference version. Bind per client: systems, order-number format, thresholds, tone of voice.", "section": { "id": "complaints_escalation_incident", "nl": "Klacht, escalatie & incident", "en": "Complaints, escalation & incident" } }, "intent": { "name": "cs_s05_complaints_escalation", "description": "Goal: handling complaints correctly prevents churn, with consistent compensation. | Handling: acknowledge → apologize → solve/escalate → compensation if appropriate → tag 'complaint'.", "goal": { "nl": "Doel: klachten correct afhandelen voorkomt churn, met consistente compensatie. | Afhandeling: erken → excuus → oplossen/escaleren → compensatie indien gepast → tag 'complaint'.", "en": "Goal: handling complaints correctly prevents churn, with consistent compensation. | Handling: acknowledge → apologize → solve/escalate → compensation if appropriate → tag 'complaint'." }, "entry_conditions": "Customer message matches this process; see example utterances (to be enriched per client).", "out_of_scope": "See related processes: CS-S03, CS-S08", "example_utterances": { "nl": [ "ik wil een klacht indienen", "ik ben hier echt niet tevreden over", "dit is al de derde keer" ], "en": [ "I want to file a complaint", "I'm really unhappy about this", "this is the third time already" ] } }, "actors": [ "Agent", "CS Manager", "Customer" ], "actions": [ { "ref": "crm.lookupOrder", "description": "Look up the customer/order/ticket in the CRM or ticketing platform.", "binding": " — suggested: Helpdesk (Zendesk/Gorgias/…) + e-commerce platform (Shopify/Magento/…)", "secret_location": "AI platform integration credentials — NOT in this file" } ], "procedure": { "start": "S1", "steps": [ { "id": "S1", "swimlane_step": 1, "type": "step", "actor": "Customer", "label": { "nl": "Klant uit klacht", "en": "Customer voices complaint" }, "what": { "nl": "Klant is ontevreden en vraagt actie of compensatie.", "en": "Customer is dissatisfied and asks for action or compensation." }, "detail": { "nl": "Signaalwoorden: teleurgesteld, boos, klacht, compensatie. Let ook op eerdere tickets over hetzelfde issue.", "en": "Signal words: disappointed, angry, complaint, compensation. Also watch earlier tickets about the same issue." }, "next": "S2" }, { "id": "S2", "swimlane_step": 2, "type": "step", "actor": "Agent", "label": { "nl": "Klacht herkennen", "en": "Recognize complaint" }, "what": { "nl": "Agent herkent de klacht op basis van signaalwoorden en historie.", "en": "Agent recognizes the complaint based on signal words and history." }, "next": "S3" }, { "id": "S3", "swimlane_step": 3, "type": "step", "actor": "Agent", "label": { "nl": "Erken + excuus (empathie)", "en": "Acknowledge + apologize (empathy)" }, "what": { "nl": "Erken het probleem met empathie en bied excuus aan.", "en": "Acknowledge the problem with empathy and apologize." }, "next": "S4" }, { "id": "S4", "swimlane_step": 4, "type": "decision", "actor": "Agent", "label": { "nl": "Zelf oplossen of escaleren?", "en": "Solve yourself or escalate?" }, "what": { "nl": "Kan de agent het zelf oplossen, of is escalatie nodig (zie CS-S06)?", "en": "Can the agent solve it themselves, or is escalation needed (see CS-S06)?" }, "branches": [ { "condition": "yes / as expected (evaluate: Solve yourself or escalate?)", "next": "S5" }, { "condition": "see step text", "handoff_procedure": "CS-S06" }, { "condition": "see step text", "handoff_procedure": "CS-S06" }, { "condition": "no / exception / unclear — follow step note or hand off", "next": "E1" } ] }, { "id": "S5", "swimlane_step": 5, "type": "decision", "actor": "Agent", "label": { "nl": "Compensatie bepalen", "en": "Determine compensation" }, "what": { "nl": "Bepaal passende compensatie volgens de richtlijn.", "en": "Determine appropriate compensation per the guideline." }, "detail": { "nl": "Klein ongemak: [€5 voucher] (agent) · Gemiddeld: [€10 voucher] (agent) · Groot: [€25+ voucher] (CS Manager).", "en": "Minor inconvenience: [€5 voucher] (agent) · Medium: [€10 voucher] (agent) · Major: [€25+ voucher] (CS Manager)." }, "branches": [ { "condition": "yes / as expected (evaluate: Determine compensation)", "next": "S6" }, { "condition": "no / exception / unclear — follow step note or hand off", "next": "E1" } ] }, { "id": "S6", "swimlane_step": 6, "type": "step", "actor": "CS Manager", "label": { "nl": "Autorisatie groot probleem", "en": "Authorization major problem" }, "what": { "nl": "Bij grote compensatie ([€25+]) is autorisatie van CS Manager nodig.", "en": "For large compensation ([€25+]) CS Manager authorization is needed." }, "next": "S7" }, { "id": "S7", "swimlane_step": 7, "type": "end", "actor": "Agent", "label": { "nl": "Tag 'complaint' + afronden", "en": "Tag 'complaint' + close" }, "what": { "nl": "Tag het ticket als 'complaint' en rond af.", "en": "Tag the ticket as 'complaint' and close it." }, "outcome": "resolved" } ] }, "guardrails": [ { "rule": "Empathy, not defensive: show understanding; don't react defensively.", "rule_nl": "Empathie, niet defensief: toon begrip; reageer niet defensief.", "severity": "soft", "source": "Risk from swimlane 'CS-S05'" }, { "rule": "Take ownership: don't pass it on without explanation.", "rule_nl": "Eigenaarschap nemen: schuif niet door zonder uitleg.", "severity": "soft", "source": "Risk from swimlane 'CS-S05'" }, { "rule": "Never invent statuses, dates, amounts or facts. Use only values returned by the bound tools.", "severity": "hard" }, { "rule": "On doubt, conflict, tool error or an irritated customer: hand off to a human agent (E1).", "severity": "soft" } ], "escalation": { "E1": { "trigger": "Not found, tool error, angry customer, suspected fraud, or out-of-scope.", "action": "handoff_human", "queue": "CS L1 (human) — via helpdesk handoff", "context_to_pass": [ "last_customer_message", "tool_error" ] } }, "knowledge_refs": [ { "title": "CS-S05 swimlane", "url": "https://swimlanes.cxdigital.nl/CS-S05_Klachten_Escalatie.html" }, { "title": "CS-S03", "note": "related procedure in this set or on swimlanes.cxdigital.nl" }, { "title": "CS-S08", "note": "related procedure in this set or on swimlanes.cxdigital.nl" } ] }, { "$schema_note": "CX Digital agent-ready procedure (AOP v0.9), generated from swimlane CS-S06 on swimlanes.cxdigital.nl. Vendor-neutral. NO secrets: tools are logical names; bind them to the AI platform's own integrations.", "meta": { "id": "CS-S06", "title": { "nl": "Escalatie proces", "en": "Escalation process" }, "version": "0.9-agent.1", "source_swimlane": "https://swimlanes.cxdigital.nl/CS-S06_Escalatie.html", "owner": "CS Manager — Jouw Webshop", "customer_facing_languages": [ "nl", "en" ], "spec_language": "en", "channels": [ "chat", "email" ], "related": [ "CS-S05", "CS-S02" ], "client_binding_note": "Generic reference version. Bind per client: systems, order-number format, thresholds, tone of voice.", "section": { "id": "complaints_escalation_incident", "nl": "Klacht, escalatie & incident", "en": "Complaints, escalation & incident" } }, "intent": { "name": "cs_s06_escalation_process", "description": "Goal: get the right department to act when you can't solve it yourself. | SLA: 4 hours response after escalation. | How: tag 'escalation-[department]' + internal note with context.", "goal": { "nl": "Doel: de juiste afdeling actie laten nemen wanneer jij het niet kunt oplossen. | SLA: 4 uur response na escalatie. | Hoe: tag 'escalation-[afdeling]' + interne notitie met context.", "en": "Goal: get the right department to act when you can't solve it yourself. | SLA: 4 hours response after escalation. | How: tag 'escalation-[department]' + internal note with context." }, "entry_conditions": "Customer message matches this process; see example utterances (to be enriched per client).", "out_of_scope": "See related processes: CS-S05, CS-S02", "example_utterances": { "nl": [ "ik wil een leidinggevende spreken", "dit wordt niet opgelost", "ik stap naar de geschillencommissie" ], "en": [ "I want to speak to a manager", "this isn't getting solved", "I'm going to a disputes committee" ] } }, "actors": [ "Agent", "Customer", "Department / L2" ], "actions": [ { "ref": "crm.lookupOrder", "description": "Look up the customer/order/ticket in the CRM or ticketing platform.", "binding": " — suggested: Helpdesk (Zendesk/Gorgias/…) + e-commerce platform (Shopify/Magento/…)", "secret_location": "AI platform integration credentials — NOT in this file" }, { "ref": "returns.createReturn", "description": "Create/lookup a return or replacement.", "binding": " — suggested: Returns platform (e.g. Returnista, Sendcloud Returns)", "secret_location": "AI platform integration credentials — NOT in this file" } ], "procedure": { "start": "S1", "steps": [ { "id": "S1", "swimlane_step": 1, "type": "step", "actor": "Agent", "label": { "nl": "Kan niet zelf oplossen", "en": "Can't solve yourself" }, "what": { "nl": "Je hebt niet de kennis/rechten, een andere afdeling moet actie nemen, de klant vraagt om een manager, of het is te complex.", "en": "You lack the knowledge/rights, another department must act, the customer asks for a manager, or it's too complex." }, "next": "S2" }, { "id": "S2", "swimlane_step": 2, "type": "decision", "actor": "Agent", "label": { "nl": "Welk type escalatie?", "en": "Which escalation type?" }, "what": { "nl": "Bepaal het type escalatie.", "en": "Determine the escalation type." }, "detail": { "nl": "Finance (refund/betaling/factuur) → escalation-finance · Logistics (verzending/voorraad/retour) → escalation-logistics · Technical (bug/account/systeem) → escalation-tech · Management (ernstige klacht/juridisch) → escalation-management.", "en": "Finance (refund/payment/invoice) → escalation-finance · Logistics (shipping/stock/return) → escalation-logistics · Technical (bug/account/system) → escalation-tech · Management (serious complaint/legal) → escalation-management." }, "branches": [ { "condition": "yes / as expected (evaluate: Which escalation type?)", "next": "S3" }, { "condition": "no / exception / unclear — follow step note or hand off", "next": "E1" } ] }, { "id": "S3", "swimlane_step": 3, "type": "step", "actor": "Agent", "label": { "nl": "Tag 'escalation-[afdeling]'", "en": "Tag 'escalation-[dept]'" }, "what": { "nl": "Voeg de juiste escalatie-tag toe.", "en": "Add the correct escalation tag." }, "next": "S4" }, { "id": "S4", "swimlane_step": 4, "type": "step", "actor": "Agent", "label": { "nl": "Interne notitie met context", "en": "Internal note with context" }, "what": { "nl": "Schrijf een interne notitie volgens het template.", "en": "Write an internal note using the template." }, "detail": { "nl": "Template: klant, order, probleem, gevraagde actie, deadline (indien urgent).", "en": "Template: customer, order, problem, requested action, deadline (if urgent)." }, "next": "S5" }, { "id": "S5", "swimlane_step": 5, "type": "step", "actor": "Customer", "label": { "nl": "Klant informeren", "en": "Inform customer" }, "what": { "nl": "Informeer de klant dat het wordt opgepakt.", "en": "Inform the customer that it's being picked up." }, "next": "S6" }, { "id": "S6", "swimlane_step": 6, "type": "step", "actor": "Department / L2", "label": { "nl": "Afdeling pakt op (SLA 4u)", "en": "Department picks up (SLA 4h)" }, "what": { "nl": "De afdeling/L2 pakt de escalatie op binnen de SLA van 4 uur.", "en": "The department/L2 picks up the escalation within the 4-hour SLA." }, "detail": { "nl": "Geen reactie na 4u: reminder. Geen reactie na 8u: direct contact opnemen.", "en": "No response after 4h: reminder. No response after 8h: contact directly." }, "next": "S7" }, { "id": "S7", "swimlane_step": 7, "type": "end", "actor": "Agent", "label": { "nl": "Opgelost / opgevolgd", "en": "Solved / followed up" }, "what": { "nl": "Het ticket blijft op jouw naam (of reassign) en wordt opgevolgd tot oplossing.", "en": "The ticket stays in your name (or reassign) and is followed up until solved." }, "outcome": "resolved" } ] }, "guardrails": [ { "rule": "Don't just pass on: always include context via the internal note.", "rule_nl": "Niet zomaar doorschuiven: altijd context meegeven via de interne notitie.", "severity": "soft", "source": "Risk from swimlane 'CS-S06'" }, { "rule": "Ownership: ticket stays in your name or is deliberately reassigned.", "rule_nl": "Eigenaarschap: ticket blijft op jouw naam of wordt bewust gereassigned.", "severity": "soft", "source": "Risk from swimlane 'CS-S06'" }, { "rule": "Never invent statuses, dates, amounts or facts. Use only values returned by the bound tools.", "severity": "hard" }, { "rule": "On doubt, conflict, tool error or an irritated customer: hand off to a human agent (E1).", "severity": "soft" } ], "escalation": { "E1": { "trigger": "Not found, tool error, angry customer, suspected fraud, or out-of-scope.", "action": "handoff_human", "queue": "CS L1 (human) — via helpdesk handoff", "context_to_pass": [ "last_customer_message", "tool_error" ] } }, "knowledge_refs": [ { "title": "CS-S06 swimlane", "url": "https://swimlanes.cxdigital.nl/CS-S06_Escalatie.html" }, { "title": "CS-S05", "note": "related procedure in this set or on swimlanes.cxdigital.nl" }, { "title": "CS-S02", "note": "related procedure in this set or on swimlanes.cxdigital.nl" } ] }, { "$schema_note": "CX Digital agent-ready procedure (AOP v0.9), generated from swimlane CS-W02 on swimlanes.cxdigital.nl. Vendor-neutral. NO secrets: tools are logical names; bind them to the AI platform's own integrations.", "meta": { "id": "CS-W02", "title": { "nl": "Bezorgklacht / schade / niet ontvangen", "en": "Delivery complaint / damage / not received" }, "version": "0.9-agent.1", "source_swimlane": "https://swimlanes.cxdigital.nl/CS-W02_Bezorgklacht_Schade.html", "owner": "CS Manager — Klant", "customer_facing_languages": [ "nl", "en" ], "spec_language": "en", "channels": [ "chat", "email" ], "related": [ "CS-W01", "CS-G04", "CS-S05" ], "client_binding_note": "Generic reference version. Bind per client: systems, order-number format, thresholds, tone of voice.", "section": { "id": "complaints_escalation_incident", "nl": "Klacht, escalatie & incident", "en": "Complaints, escalation & incident" } }, "intent": { "name": "cs_w02_delivery_complaint_damage_not_received", "description": "Goal: resolve a damaged or not-received parcel quickly and fairly. | How: capture proof, carrier claim where needed, replacement via WMS or refund via webshopplatform.", "goal": { "nl": "Doel: een beschadigd of niet-ontvangen pakket snel en eerlijk oplossen. | Hoe: bewijs vastleggen, carrier-claim waar nodig, vervanging via WMS of refund via webshopplatform.", "en": "Goal: resolve a damaged or not-received parcel quickly and fairly. | How: capture proof, carrier claim where needed, replacement via WMS or refund via webshopplatform." }, "entry_conditions": "Customer message matches this process; see example utterances (to be enriched per client).", "out_of_scope": "See related processes: CS-W01, CS-G04, CS-S05", "example_utterances": { "nl": [ "mijn pakket is beschadigd aangekomen", "volgens track en trace bezorgd maar niks ontvangen", "er ontbreekt iets in mijn pakket" ], "en": [ "my parcel arrived damaged", "tracking says delivered but I got nothing", "something is missing from my parcel" ] } }, "actors": [ "Agent", "Agent + CRM", "Carrier", "Customer", "WMS / webshopplatform" ], "actions": [ { "ref": "crm.lookupOrder", "description": "Look up the customer/order/ticket in the CRM or ticketing platform.", "binding": " — suggested: Helpdesk (Zendesk/Gorgias/…) + e-commerce platform (Shopify/Magento/…)", "secret_location": "AI platform integration credentials — NOT in this file" }, { "ref": "wms.getStatus", "description": "Fetch live order/stock/shipment status from WMS or webshop platform.", "binding": " — suggested: WMS / fulfilment (e.g. Monta, Picqer)", "secret_location": "AI platform integration credentials — NOT in this file" }, { "ref": "carrier.getTrackTrace", "description": "Fetch or file Track & Trace / claim with the carrier.", "binding": " — suggested: Sendcloud / carrier integration", "secret_location": "AI platform integration credentials — NOT in this file" }, { "ref": "webshop.getOrder", "description": "Read order, payment or refund data from the webshop platform.", "binding": " — suggested: E-commerce platform (Shopify, WooCommerce, Magento…)", "secret_location": "AI platform integration credentials — NOT in this file" } ], "procedure": { "start": "S1", "steps": [ { "id": "S1", "swimlane_step": 1, "type": "step", "actor": "Customer", "label": { "nl": "Melding: schade / niet ontvangen", "en": "Report: damage / not received" }, "what": { "nl": "Klant meldt een beschadigd of niet-ontvangen pakket.", "en": "Customer reports a damaged or not-received parcel." }, "next": "S2" }, { "id": "S2", "swimlane_step": 2, "type": "step", "actor": "Agent + CRM", "label": { "nl": "Ticket + order checken", "en": "Create ticket + check order" }, "what": { "nl": "Agent maakt een ticket aan in CRM en controleert order en verzending.", "en": "Agent creates a ticket in CRM and checks order and shipment." }, "next": "S3" }, { "id": "S3", "swimlane_step": 3, "type": "decision", "actor": "Agent", "label": { "nl": "Schade of kwijt?", "en": "Damaged or lost?" }, "what": { "nl": "Beslissing: gaat het om schade of een kwijtgeraakt pakket?", "en": "Decision: is it damage or a lost parcel?" }, "detail": { "nl": "Vraag bij schade om foto’s. Bepaalt carrier-claim vs. direct vervanging/refund.", "en": "Ask for photos on damage. Determines carrier claim vs. direct replacement/refund." }, "branches": [ { "condition": "yes / as expected (evaluate: Damaged or lost?)", "next": "S4" }, { "condition": "no / exception / unclear — follow step note or hand off", "next": "E1" } ] }, { "id": "S4", "swimlane_step": 4, "type": "step", "actor": "Carrier", "label": { "nl": "Carrier-onderzoek / claim", "en": "Carrier investigation / claim" }, "what": { "nl": "Bij kwijt of schade: onderzoek of claim bij de vervoerder (binnen de carrier-deadline).", "en": "On lost or damage: investigation or claim with the carrier (within the carrier deadline)." }, "next": "S5" }, { "id": "S5", "swimlane_step": 5, "type": "step", "actor": "WMS / webshopplatform", "label": { "nl": "Vervanging of refund", "en": "Replacement or refund" }, "what": { "nl": "Vervangende zending via WMS of terugbetaling via webshopplatform.", "en": "Replacement shipment via WMS or refund via webshopplatform." }, "next": "S6" }, { "id": "S6", "swimlane_step": 6, "type": "end", "actor": "Customer", "label": { "nl": "Opgelost + teruggekoppeld", "en": "Resolved + informed" }, "what": { "nl": "Klant ontvangt vervanging of refund en wordt teruggekoppeld.", "en": "Customer receives replacement or refund and is informed." }, "outcome": "resolved" } ] }, "guardrails": [ { "rule": "Proof: ask for photos on damage before a claim.", "rule_nl": "Bewijs: vraag foto’s bij schade vóór een claim.", "severity": "soft", "source": "Risk from swimlane 'CS-W02'" }, { "rule": "Carrier deadline: file the claim in time, within the carrier's window.", "rule_nl": "Carrier-deadline: claim tijdig indienen binnen de termijn van de vervoerder.", "severity": "soft", "source": "Risk from swimlane 'CS-W02'" }, { "rule": "Never invent statuses, dates, amounts or facts. Use only values returned by the bound tools.", "severity": "hard" }, { "rule": "On doubt, conflict, tool error or an irritated customer: hand off to a human agent (E1).", "severity": "soft" } ], "escalation": { "E1": { "trigger": "Not found, tool error, angry customer, suspected fraud, or out-of-scope.", "action": "handoff_human", "queue": "CS L1 (human) — via helpdesk handoff", "context_to_pass": [ "last_customer_message", "tool_error" ] } }, "knowledge_refs": [ { "title": "CS-W02 swimlane", "url": "https://swimlanes.cxdigital.nl/CS-W02_Bezorgklacht_Schade.html" }, { "title": "CS-W01", "note": "related procedure in this set or on swimlanes.cxdigital.nl" }, { "title": "CS-G04", "note": "related procedure in this set or on swimlanes.cxdigital.nl" }, { "title": "CS-S05", "note": "related procedure in this set or on swimlanes.cxdigital.nl" } ] }, { "$schema_note": "CX Digital agent-ready procedure (AOP v0.9), generated from swimlane CS-W03 on swimlanes.cxdigital.nl. Vendor-neutral. NO secrets: tools are logical names; bind them to the AI platform's own integrations.", "meta": { "id": "CS-W03", "title": { "nl": "Garantie & defect product", "en": "Warranty & defective product" }, "version": "0.9-agent.1", "source_swimlane": "https://swimlanes.cxdigital.nl/CS-W03_Garantie_Defect.html", "owner": "CS Manager — Klant", "customer_facing_languages": [ "nl", "en" ], "spec_language": "en", "channels": [ "chat", "email" ], "related": [ "CS-G04", "CS-S05" ], "client_binding_note": "Generic reference version. Bind per client: systems, order-number format, thresholds, tone of voice.", "section": { "id": "complaints_escalation_incident", "nl": "Klacht, escalatie & incident", "en": "Complaints, escalation & incident" } }, "intent": { "name": "cs_w03_warranty_defective_product", "description": "Goal: handle warranty claims and defective products correctly, with the right route per brand/supplier. | How: check warranty, claim with brand, repair/replacement/refund.", "goal": { "nl": "Doel: garantieclaims en defecte producten correct afhandelen, met de juiste route per merk/leverancier. | Hoe: garantie checken, claim bij merk, reparatie/vervanging/refund.", "en": "Goal: handle warranty claims and defective products correctly, with the right route per brand/supplier. | How: check warranty, claim with brand, repair/replacement/refund." }, "entry_conditions": "Customer message matches this process; see example utterances (to be enriched per client).", "out_of_scope": "See related processes: CS-G04, CS-S05", "example_utterances": { "nl": [ "mijn product is kapot", "valt dit onder de garantie", "het werkt niet meer na een maand" ], "en": [ "my product is broken", "is this covered by warranty", "it stopped working after a month" ] } }, "actors": [ "Agent", "Agent + CRM", "Customer", "Supplier / Brand", "WMS / webshopplatform" ], "actions": [ { "ref": "crm.lookupOrder", "description": "Look up the customer/order/ticket in the CRM or ticketing platform.", "binding": " — suggested: Helpdesk (Zendesk/Gorgias/…) + e-commerce platform (Shopify/Magento/…)", "secret_location": "AI platform integration credentials — NOT in this file" }, { "ref": "wms.getStatus", "description": "Fetch live order/stock/shipment status from WMS or webshop platform.", "binding": " — suggested: WMS / fulfilment (e.g. Monta, Picqer)", "secret_location": "AI platform integration credentials — NOT in this file" }, { "ref": "webshop.getOrder", "description": "Read order, payment or refund data from the webshop platform.", "binding": " — suggested: E-commerce platform (Shopify, WooCommerce, Magento…)", "secret_location": "AI platform integration credentials — NOT in this file" }, { "ref": "reviews.getReview", "description": "Read/respond to public reviews.", "binding": " — suggested: Review platform (e.g. Trustpilot, Kiyoh)", "secret_location": "AI platform integration credentials — NOT in this file" }, { "ref": "supplier.getDeliveryDate", "description": "Expected inbound/stock date from purchasing or supplier.", "binding": " — suggested: ERP / purchasing", "secret_location": "AI platform integration credentials — NOT in this file" } ], "procedure": { "start": "S1", "steps": [ { "id": "S1", "swimlane_step": 1, "type": "step", "actor": "Customer", "label": { "nl": "Defect / garantieclaim", "en": "Defect / warranty claim" }, "what": { "nl": "Klant meldt een defect product of dient een garantieclaim in.", "en": "Customer reports a defective product or files a warranty claim." }, "next": "S2" }, { "id": "S2", "swimlane_step": 2, "type": "step", "actor": "Agent + CRM", "label": { "nl": "Order + garantie checken", "en": "Check order + warranty" }, "what": { "nl": "Agent checkt aankoopdatum en garantievoorwaarden in webshopplatform/CRM.", "en": "Agent checks purchase date and warranty terms in webshopplatform/CRM." }, "next": "S3" }, { "id": "S3", "swimlane_step": 3, "type": "decision", "actor": "Agent", "label": { "nl": "Binnen garantie?", "en": "Within warranty?" }, "what": { "nl": "Beslissing: valt het product binnen de garantietermijn en -voorwaarden?", "en": "Decision: is the product within the warranty period and terms?" }, "detail": { "nl": "Ja → claim bij leverancier/merk. Nee → opties of betaalde reparatie aanbieden.", "en": "Yes → claim with supplier/brand. No → offer options or paid repair." }, "branches": [ { "condition": "yes / as expected (evaluate: Within warranty?)", "next": "S4" }, { "condition": "no / exception / unclear — follow step note or hand off", "next": "E1" } ] }, { "id": "S4", "swimlane_step": 4, "type": "step", "actor": "Supplier / Brand", "label": { "nl": "Claim bij leverancier / merk", "en": "Claim with supplier / brand" }, "what": { "nl": "Garantieclaim indienen bij de leverancier of het merk (bv. Formani, Intersteel).", "en": "File the warranty claim with the supplier or brand (e.g. Formani, Intersteel)." }, "next": "S5" }, { "id": "S5", "swimlane_step": 5, "type": "step", "actor": "WMS / webshopplatform", "label": { "nl": "Reparatie / vervanging / refund", "en": "Repair / replacement / refund" }, "what": { "nl": "Afhandeling: reparatie, vervangend product (WMS) of refund (webshopplatform).", "en": "Resolution: repair, replacement product (WMS) or refund (webshopplatform)." }, "next": "S6" }, { "id": "S6", "swimlane_step": 6, "type": "end", "actor": "Customer", "label": { "nl": "Opgelost + teruggekoppeld", "en": "Resolved + informed" }, "what": { "nl": "Klant krijgt een oplossing en terugkoppeling — garantie afgehandeld.", "en": "Customer gets a solution and feedback — warranty handled." }, "outcome": "resolved" } ] }, "guardrails": [ { "rule": "Terms per brand: warranty periods differ — record them in the knowledge base.", "rule_nl": "Voorwaarden per merk: garantietermijnen verschillen — leg ze vast in de kennisbank.", "severity": "soft", "source": "Risk from swimlane 'CS-W03'" }, { "rule": "Proof of purchase: link the webshopplatform order as evidence.", "rule_nl": "Aankoopbewijs: koppel de order in webshopplatform als bewijs.", "severity": "soft", "source": "Risk from swimlane 'CS-W03'" }, { "rule": "Never invent statuses, dates, amounts or facts. Use only values returned by the bound tools.", "severity": "hard" }, { "rule": "On doubt, conflict, tool error or an irritated customer: hand off to a human agent (E1).", "severity": "soft" } ], "escalation": { "E1": { "trigger": "Not found, tool error, angry customer, suspected fraud, or out-of-scope.", "action": "handoff_human", "queue": "CS L1 (human) — via helpdesk handoff", "context_to_pass": [ "last_customer_message", "tool_error" ] } }, "knowledge_refs": [ { "title": "CS-W03 swimlane", "url": "https://swimlanes.cxdigital.nl/CS-W03_Garantie_Defect.html" }, { "title": "CS-G04", "note": "related procedure in this set or on swimlanes.cxdigital.nl" }, { "title": "CS-S05", "note": "related procedure in this set or on swimlanes.cxdigital.nl" } ] }, { "$schema_note": "CX Digital agent-ready procedure (AOP v0.9), generated from swimlane CS-W23 on swimlanes.cxdigital.nl. Vendor-neutral. NO secrets: tools are logical names; bind them to the AI platform's own integrations.", "meta": { "id": "CS-W23", "title": { "nl": "Negatieve review / publieke klacht", "en": "Negative review / public complaint" }, "version": "0.9-agent.1", "source_swimlane": "https://swimlanes.cxdigital.nl/CS-W23_Negatieve_Review.html", "owner": "CS Manager — Jouw Webshop", "customer_facing_languages": [ "nl", "en" ], "spec_language": "en", "channels": [ "chat", "email" ], "related": [ "CS-S05", "CS-G12" ], "client_binding_note": "Generic reference version. Bind per client: systems, order-number format, thresholds, tone of voice.", "section": { "id": "complaints_escalation_incident", "nl": "Klacht, escalatie & incident", "en": "Complaints, escalation & incident" } }, "intent": { "name": "cs_w23_negative_review_public_complaint", "description": "Goal: follow up public negative reviews quickly, empathetically and on-brand, and resolve offline. | Speed matters — it's publicly visible.", "goal": { "nl": "Doel: publieke negatieve reviews snel, empathisch en merkwaardig opvolgen en offline oplossen. | Snelheid telt — het is publiek zichtbaar.", "en": "Goal: follow up public negative reviews quickly, empathetically and on-brand, and resolve offline. | Speed matters — it's publicly visible." }, "entry_conditions": "Customer message matches this process; see example utterances (to be enriched per client).", "out_of_scope": "See related processes: CS-S05, CS-G12", "example_utterances": { "nl": [ "ik ga een slechte review schrijven", "ik heb een negatieve review geplaatst", "jullie service is waardeloos" ], "en": [ "I'm going to write a bad review", "I posted a negative review", "your service is terrible" ] } }, "actors": [ "Agent", "Customer", "Manager / Marketing" ], "actions": [ { "ref": "crm.lookupOrder", "description": "Look up the customer/order/ticket in the CRM or ticketing platform.", "binding": " — suggested: Helpdesk (Zendesk/Gorgias/…) + e-commerce platform (Shopify/Magento/…)", "secret_location": "AI platform integration credentials — NOT in this file" }, { "ref": "reviews.getReview", "description": "Read/respond to public reviews.", "binding": " — suggested: Review platform (e.g. Trustpilot, Kiyoh)", "secret_location": "AI platform integration credentials — NOT in this file" } ], "procedure": { "start": "S1", "steps": [ { "id": "S1", "swimlane_step": 1, "type": "step", "actor": "Customer", "label": { "nl": "Negatieve review (publiek)", "en": "Negative review (public)" }, "what": { "nl": "Klant plaatst een negatieve review op Trustpilot/Google/social.", "en": "Customer posts a negative review on Trustpilot/Google/social." }, "next": "S2" }, { "id": "S2", "swimlane_step": 2, "type": "step", "actor": "Agent", "label": { "nl": "Context ophalen", "en": "Gather context" }, "what": { "nl": "Agent zoekt het bijbehorende ticket/order erbij.", "en": "Agent finds the related ticket/order." }, "next": "S3" }, { "id": "S3", "swimlane_step": 3, "type": "step", "actor": "Agent", "label": { "nl": "Publiek reageren", "en": "Reply publicly" }, "what": { "nl": "Agent reageert kort en empathisch en haalt het gesprek offline.", "en": "Agent replies briefly and empathetically and takes it offline." }, "next": "S4" }, { "id": "S4", "swimlane_step": 4, "type": "step", "actor": "Agent", "label": { "nl": "Klant 1-op-1 oplossen", "en": "Resolve 1-on-1" }, "what": { "nl": "Agent lost het probleem persoonlijk op.", "en": "Agent resolves the issue personally." }, "next": "S5" }, { "id": "S5", "swimlane_step": 5, "type": "decision", "actor": "Manager / Marketing", "label": { "nl": "Ernstige case? afstemmen", "en": "Serious case? align" }, "what": { "nl": "Bij reputatierisico stemt de agent af met manager/marketing.", "en": "On reputation risk the agent aligns with manager/marketing." }, "branches": [ { "condition": "yes / as expected (evaluate: Serious case? align)", "next": "S6" }, { "condition": "no / exception / unclear — follow step note or hand off", "next": "E1" } ] }, { "id": "S6", "swimlane_step": 6, "type": "step", "actor": "Agent", "label": { "nl": "Vragen om review-update", "en": "Ask for review update" }, "what": { "nl": "Na de oplossing vraagt de agent vriendelijk om de review bij te werken.", "en": "After resolving, the agent kindly asks to update the review." }, "next": "S7" }, { "id": "S7", "swimlane_step": 7, "type": "end", "actor": "Customer", "label": { "nl": "Opgelost + reputatie hersteld", "en": "Resolved + reputation restored" }, "what": { "nl": "Klant is geholpen en de review is bijgewerkt of gesloten.", "en": "Customer is helped and the review is updated or closed." }, "outcome": "resolved" } ] }, "guardrails": [ { "rule": "Speed: public reviews are visible — respond quickly.", "rule_nl": "Snelheid: publieke reviews zijn zichtbaar — reageer snel.", "severity": "soft", "source": "Risk from swimlane 'CS-W23'" }, { "rule": "No customer data public: never share order/personal data in a public reply.", "rule_nl": "Geen klantdata publiek: deel nooit order-/persoonsgegevens in een openbare reactie.", "severity": "soft", "source": "Risk from swimlane 'CS-W23'" }, { "rule": "Never invent statuses, dates, amounts or facts. Use only values returned by the bound tools.", "severity": "hard" }, { "rule": "On doubt, conflict, tool error or an irritated customer: hand off to a human agent (E1).", "severity": "soft" } ], "escalation": { "E1": { "trigger": "Not found, tool error, angry customer, suspected fraud, or out-of-scope.", "action": "handoff_human", "queue": "CS L1 (human) — via helpdesk handoff", "context_to_pass": [ "last_customer_message", "tool_error" ] } }, "knowledge_refs": [ { "title": "CS-W23 swimlane", "url": "https://swimlanes.cxdigital.nl/CS-W23_Negatieve_Review.html" }, { "title": "CS-S05", "note": "related procedure in this set or on swimlanes.cxdigital.nl" }, { "title": "CS-G12", "note": "related procedure in this set or on swimlanes.cxdigital.nl" } ] }, { "$schema_note": "CX Digital agent-ready procedure (AOP v0.9), generated from swimlane CS-W24 on swimlanes.cxdigital.nl. Vendor-neutral. NO secrets: tools are logical names; bind them to the AI platform's own integrations.", "meta": { "id": "CS-W24", "title": { "nl": "Major incident / storing", "en": "Major incident / outage" }, "version": "0.9-agent.1", "source_swimlane": "https://swimlanes.cxdigital.nl/CS-W24_Major_Incident.html", "owner": "CS Manager — Jouw Webshop", "customer_facing_languages": [ "nl", "en" ], "spec_language": "en", "channels": [ "chat", "email" ], "related": [ "CS-G12", "CS-G08", "CS-W21" ], "client_binding_note": "Generic reference version. Bind per client: systems, order-number format, thresholds, tone of voice.", "section": { "id": "complaints_escalation_incident", "nl": "Klacht, escalatie & incident", "en": "Complaints, escalation & incident" } }, "intent": { "name": "cs_w24_major_incident_outage", "description": "Goal: on a major outage (shop/PSP down) scale up fast, communicate proactively and recover cleanly. | Communicate early and honestly.", "goal": { "nl": "Doel: bij een grote storing (shop/PSP down) snel opschalen, proactief communiceren en netjes herstellen. | Communiceer vroeg en eerlijk.", "en": "Goal: on a major outage (shop/PSP down) scale up fast, communicate proactively and recover cleanly. | Communicate early and honestly." }, "entry_conditions": "Customer message matches this process; see example utterances (to be enriched per client).", "out_of_scope": "See related processes: CS-G12, CS-G08, CS-W21", "example_utterances": { "nl": [ "de website doet het niet", "ik kan niet betalen", "ik krijg een foutmelding bij afrekenen" ], "en": [ "the website is down", "I can't pay", "I get an error at checkout" ] } }, "actors": [ "Customers", "Incident lead", "Monitoring" ], "actions": [ { "ref": "crm.lookup", "description": "Generic CRM/ticket lookup. Bind per client.", "binding": " — suggested: Helpdesk + e-commerce platform", "secret_location": "AI platform integration credentials — NOT in this file" }, { "ref": "ops.getIncidentStatus", "description": "Current incident/outage status for proactive comms.", "binding": " — suggested: Status page / internal", "secret_location": "AI platform integration credentials — NOT in this file" } ], "procedure": { "start": "S1", "steps": [ { "id": "S1", "swimlane_step": 1, "type": "step", "actor": "Monitoring", "label": { "nl": "Storing gedetecteerd", "en": "Outage detected" }, "what": { "nl": "Monitoring (of klanten) signaleert dat shop/PSP plat ligt.", "en": "Monitoring (or customers) detect the shop/PSP is down." }, "next": "S2" }, { "id": "S2", "swimlane_step": 2, "type": "decision", "actor": "Incident lead", "label": { "nl": "Impact & scope bepalen", "en": "Assess impact & scope" }, "what": { "nl": "Incident-lead bepaalt wat geraakt is en hoe groot.", "en": "Incident lead determines what's affected and how big." }, "branches": [ { "condition": "yes / as expected (evaluate: Assess impact & scope)", "next": "S3" }, { "condition": "no / exception / unclear — follow step note or hand off", "next": "E1" } ] }, { "id": "S3", "swimlane_step": 3, "type": "step", "actor": "Incident lead", "label": { "nl": "Incident-kanaal + rollen", "en": "Incident channel + roles" }, "what": { "nl": "Incident-lead start het kanaal en wijst rollen toe.", "en": "Incident lead starts the channel and assigns roles." }, "next": "S4" }, { "id": "S4", "swimlane_step": 4, "type": "step", "actor": "Customers", "label": { "nl": "Proactieve melding klanten", "en": "Proactive customer notice" }, "what": { "nl": "CS communiceert proactief via banner/mail/social/statuspagina.", "en": "CS communicates proactively via banner/mail/social/status page." }, "next": "S5" }, { "id": "S5", "swimlane_step": 5, "type": "step", "actor": "Incident lead", "label": { "nl": "Oplossen + statusupdates", "en": "Resolve + status updates" }, "what": { "nl": "Tech lost op; incident-lead geeft regelmatige updates.", "en": "Tech resolves; incident lead gives regular updates." }, "next": "S6" }, { "id": "S6", "swimlane_step": 6, "type": "step", "actor": "Customers", "label": { "nl": "Herstelbericht + nazorg orders", "en": "Recovery notice + order aftercare" }, "what": { "nl": "CS meldt herstel en lost gedupeerde orders na.", "en": "CS announces recovery and follows up affected orders." }, "next": "S7" }, { "id": "S7", "swimlane_step": 7, "type": "end", "actor": "Incident lead", "label": { "nl": "Opgelost + post-mortem gepland", "en": "Resolved + post-mortem planned" }, "what": { "nl": "Storing voorbij; evaluatie wordt ingepland.", "en": "Outage over; evaluation is scheduled." }, "outcome": "resolved" } ] }, "guardrails": [ { "rule": "Early & honest: communicate fast, even without a fix — silence breeds frustration.", "rule_nl": "Vroeg & eerlijk: communiceer snel, ook zonder oplossing — stilte voedt frustratie.", "severity": "soft", "source": "Risk from swimlane 'CS-W24'" }, { "rule": "One source of truth: use one status page/channel so everyone sees the same.", "rule_nl": "Eén bron van waarheid: gebruik één statuspagina/kanaal zodat iedereen hetzelfde ziet.", "severity": "soft", "source": "Risk from swimlane 'CS-W24'" }, { "rule": "Never invent statuses, dates, amounts or facts. Use only values returned by the bound tools.", "severity": "hard" }, { "rule": "On doubt, conflict, tool error or an irritated customer: hand off to a human agent (E1).", "severity": "soft" } ], "escalation": { "E1": { "trigger": "Not found, tool error, angry customer, suspected fraud, or out-of-scope.", "action": "handoff_human", "queue": "CS L1 (human) — via helpdesk handoff", "context_to_pass": [ "last_customer_message", "tool_error" ] } }, "knowledge_refs": [ { "title": "CS-W24 swimlane", "url": "https://swimlanes.cxdigital.nl/CS-W24_Major_Incident.html" }, { "title": "CS-G12", "note": "related procedure in this set or on swimlanes.cxdigital.nl" }, { "title": "CS-G08", "note": "related procedure in this set or on swimlanes.cxdigital.nl" }, { "title": "CS-W21", "note": "related procedure in this set or on swimlanes.cxdigital.nl" } ] }, { "$schema_note": "CX Digital agent-ready procedure (AOP v0.9), generated from swimlane CS-W32 on swimlanes.cxdigital.nl. Vendor-neutral. NO secrets: tools are logical names; bind them to the AI platform's own integrations.", "meta": { "id": "CS-W32", "title": { "nl": "Recall / batch-issue / productveiligheid", "en": "Recall / batch issue / product safety" }, "version": "1.0-agent.1", "source_swimlane": "https://swimlanes.cxdigital.nl/CS-W32_Recall_Productveiligheid.html", "owner": "CS Manager — Client", "customer_facing_languages": [ "nl", "en" ], "spec_language": "en", "channels": [ "chat", "email" ], "related": [ "CS-W03", "CS-G12" ], "client_binding_note": "Generic reference version. Bind per client: systems, order-number format, thresholds, tone of voice.", "section": { "id": "complaints_escalation_incident", "nl": "Klacht, escalatie & incident", "en": "Complaints, escalation & incident" } }, "intent": { "name": "cs_w32_recall_batch_issue_product_safety", "description": "Recall / batch issue / product safety", "goal": { "nl": null, "en": null }, "entry_conditions": "Customer message matches this process; see example utterances (to be enriched per client).", "out_of_scope": "See related processes: CS-W03, CS-G12", "example_utterances": { "nl": [ "is dit product teruggeroepen", "ik heb een bericht gezien over een terugroepactie", "is dit product veilig" ], "en": [ "has this product been recalled", "I saw a recall notice", "is this product safe" ] } }, "actors": [ "Customer", "Ops / IT", "Risk", "Risk / Lead" ], "actions": [ { "ref": "crm.lookup", "description": "Generic CRM/ticket lookup. Bind per client.", "binding": " — suggested: Helpdesk + e-commerce platform", "secret_location": "AI platform integration credentials — NOT in this file" }, { "ref": "returns.createReturn", "description": "Create/lookup a return or replacement.", "binding": " — suggested: Returns platform (e.g. Returnista, Sendcloud Returns)", "secret_location": "AI platform integration credentials — NOT in this file" }, { "ref": "supplier.getDeliveryDate", "description": "Expected inbound/stock date from purchasing or supplier.", "binding": " — suggested: ERP / purchasing", "secret_location": "AI platform integration credentials — NOT in this file" }, { "ref": "ops.getIncidentStatus", "description": "Current incident/outage status for proactive comms.", "binding": " — suggested: Status page / internal", "secret_location": "AI platform integration credentials — NOT in this file" } ], "procedure": { "start": "S1", "steps": [ { "id": "S1", "swimlane_step": 1, "type": "step", "actor": "Risk", "label": { "nl": "Veiligheidssignaal ontvangen", "en": "Safety signal received" }, "what": { "nl": "Signaal binnen via klacht, leverancier of autoriteit dat een product mogelijk onveilig is.", "en": "Signal received via complaint, supplier or authority that a product may be unsafe." }, "next": "S2" }, { "id": "S2", "swimlane_step": 2, "type": "decision", "actor": "Risk", "label": { "nl": "Veiligheidsrisico?", "en": "Safety risk?" }, "what": { "nl": "Is dit een veiligheidsrisico? Ja → stap 3. Nee (regulier defect) → CS-W03 (Garantie/defect).", "en": "Is this a safety risk? Yes → step 3. No (regular defect) → CS-W03 (warranty/defect)." }, "branches": [ { "condition": "Ja / Yes", "next": "S3" }, { "condition": "see step text", "handoff_procedure": "CS-W03" }, { "condition": "unclear / tool error", "next": "E1" } ] }, { "id": "S3", "swimlane_step": 3, "type": "step", "actor": "Ops / IT", "label": { "nl": "Scope bepalen (batch/serienr)", "en": "Determine scope (batch/serial)" }, "what": { "nl": "Bepaal getroffen batch/serienummers en welke orders/klanten geraakt zijn.", "en": "Determine affected batch/serial numbers and which orders/customers are impacted." }, "next": "S4" }, { "id": "S4", "swimlane_step": 4, "type": "decision", "actor": "Risk", "label": { "nl": "Besluit: recall / stop-verkoop", "en": "Decide: recall / stop-sale" }, "what": { "nl": "Besluit maatregel: recall, stop-verkoop of monitoren. Recall/stop → stap 5. Monitoren → vastleggen + bewaken.", "en": "Decide action: recall, stop-sale or monitor. Recall/stop → step 5. Monitor → record + watch." }, "branches": [ { "condition": "Recall", "next": "S5" }, { "condition": "unclear / tool error", "next": "E1" } ] }, { "id": "S5", "swimlane_step": 5, "type": "step", "actor": "Ops / IT", "label": { "nl": "Verkoop stoppen + voorraad blokkeren", "en": "Stop sales + block stock" }, "what": { "nl": "Zet het product offline en blokkeer de betrokken voorraad direct.", "en": "Take the product offline and block the affected stock immediately." }, "next": "S6" }, { "id": "S6", "swimlane_step": 6, "type": "step", "actor": "Customer", "label": { "nl": "Getroffen klanten notificeren", "en": "Notify affected customers" }, "what": { "nl": "Informeer getroffen klanten proactief met duidelijke instructie (stop gebruik / retour / vervanging).", "en": "Proactively inform affected customers with clear instructions (stop use / return / replace)." }, "next": "S7" }, { "id": "S7", "swimlane_step": 7, "type": "step", "actor": "Risk", "label": { "nl": "Registreren & rapporteren", "en": "Record & report" }, "what": { "nl": "Leg alles vast en rapporteer aan de bevoegde autoriteit conform wettelijke termijn.", "en": "Record everything and report to the competent authority within the legal deadline." }, "next": "S8" }, { "id": "S8", "swimlane_step": 8, "type": "step", "actor": "Risk / Lead", "label": { "nl": "Root cause + preventie (CS-G12)", "en": "Root cause + prevention (CS-G12)" }, "what": { "nl": "Voer root cause-analyse uit en leg preventieve maatregelen vast (CS-G12).", "en": "Run a root cause analysis and record preventive measures (CS-G12)." }, "next": "S9" }, { "id": "S9", "swimlane_step": 9, "type": "end", "actor": "Customer", "label": { "nl": "Afgehandeld — klant veilig", "en": "Handled — customer safe" }, "what": { "nl": "Klant is veilig geïnformeerd en gecompenseerd; incident gedocumenteerd.", "en": "Customer safely informed and compensated; incident documented." }, "outcome": "resolved" } ] }, "guardrails": [ { "rule": "Never invent statuses, dates, amounts or facts. Use only values returned by the bound tools.", "severity": "hard" }, { "rule": "On doubt, conflict, tool error or an irritated customer: hand off to a human agent (E1).", "severity": "soft" } ], "escalation": { "E1": { "trigger": "Not found, tool error, angry customer, suspected fraud, or out-of-scope.", "action": "handoff_human", "queue": "CS L1 (human) — via helpdesk handoff", "context_to_pass": [ "last_customer_message", "tool_error" ] } }, "knowledge_refs": [ { "title": "CS-W32 swimlane", "url": "https://swimlanes.cxdigital.nl/CS-W32_Recall_Productveiligheid.html" }, { "title": "CS-W03", "note": "related procedure in this set or on swimlanes.cxdigital.nl" }, { "title": "CS-G12", "note": "related procedure in this set or on swimlanes.cxdigital.nl" } ] }, { "$schema_note": "CX Digital agent-ready procedure (AOP v0.9), generated from swimlane CS-W34 on swimlanes.cxdigital.nl. Vendor-neutral. NO secrets: tools are logical names; bind them to the AI platform's own integrations.", "meta": { "id": "CS-W34", "title": { "nl": "Onderdelen & accessoires nabestellen", "en": "Spare parts & accessories reorder" }, "version": "1.0-agent.1", "source_swimlane": "https://swimlanes.cxdigital.nl/CS-W34_Onderdelen_Accessoires.html", "owner": "CS Manager — Client", "customer_facing_languages": [ "nl", "en" ], "spec_language": "en", "channels": [ "chat", "email" ], "related": [ "CS-W01", "CS-W03" ], "client_binding_note": "Generic reference version. Bind per client: systems, order-number format, thresholds, tone of voice.", "section": { "id": "complaints_escalation_incident", "nl": "Klacht, escalatie & incident", "en": "Complaints, escalation & incident" } }, "intent": { "name": "cs_w34_spare_parts_accessories_reorder", "description": "Spare parts & accessories reorder", "goal": { "nl": null, "en": null }, "entry_conditions": "Customer message matches this process; see example utterances (to be enriched per client).", "out_of_scope": "See related processes: CS-W01, CS-W03", "example_utterances": { "nl": [ "kan ik een los onderdeel bestellen", "ik ben een onderdeel kwijt", "hebben jullie vervangende onderdelen" ], "en": [ "can I order a spare part", "I lost a part", "do you have replacement parts" ] } }, "actors": [ "Agent (CS)", "Customer", "System" ], "actions": [ { "ref": "crm.lookupOrder", "description": "Look up the customer/order/ticket in the CRM or ticketing platform.", "binding": " — suggested: Helpdesk (Zendesk/Gorgias/…) + e-commerce platform (Shopify/Magento/…)", "secret_location": "AI platform integration credentials — NOT in this file" }, { "ref": "supplier.getDeliveryDate", "description": "Expected inbound/stock date from purchasing or supplier.", "binding": " — suggested: ERP / purchasing", "secret_location": "AI platform integration credentials — NOT in this file" } ], "procedure": { "start": "S1", "steps": [ { "id": "S1", "swimlane_step": 1, "type": "step", "actor": "Customer", "label": { "nl": "Vraagt onderdeel/accessoire aan", "en": "Requests part/accessory" }, "what": { "nl": "Klant vraagt een los onderdeel of accessoire aan.", "en": "Customer requests a spare part or accessory." }, "next": "S2" }, { "id": "S2", "swimlane_step": 2, "type": "step", "actor": "Agent (CS)", "label": { "nl": "Identificeer juist onderdeel", "en": "Identify correct part" }, "what": { "nl": "Bepaal het juiste onderdeel via product/serienummer.", "en": "Determine the correct part via product/serial number." }, "next": "S3" }, { "id": "S3", "swimlane_step": 3, "type": "decision", "actor": "Agent (CS)", "label": { "nl": "Beschikbaar?", "en": "Available?" }, "what": { "nl": "Onderdeel op voorraad? Ja → stap 4. Nee → alternatief bieden of bij leverancier bestellen.", "en": "Part in stock? Yes → step 4. No → offer alternative or order from supplier." }, "branches": [ { "condition": "Ja / Yes", "next": "S4" }, { "condition": "unclear / tool error", "next": "E1" } ] }, { "id": "S4", "swimlane_step": 4, "type": "step", "actor": "Agent (CS)", "label": { "nl": "Prijs + order plaatsen", "en": "Price + place order" }, "what": { "nl": "Communiceer prijs en plaats of zet de order door.", "en": "Communicate price and place or route the order." }, "next": "S5" }, { "id": "S5", "swimlane_step": 5, "type": "step", "actor": "System", "label": { "nl": "Levering + track (CS-W01)", "en": "Delivery + track (CS-W01)" }, "what": { "nl": "Verstuur het onderdeel en deel de Track & Trace (CS-W01).", "en": "Ship the part and share Track & Trace (CS-W01)." }, "next": "S6" }, { "id": "S6", "swimlane_step": 6, "type": "end", "actor": "Customer", "label": { "nl": "Onderdeel geleverd", "en": "Part delivered" }, "what": { "nl": "Klant heeft het juiste onderdeel/accessoire ontvangen — product weer compleet.", "en": "Customer received the correct part/accessory — product complete again." }, "outcome": "resolved" } ] }, "guardrails": [ { "rule": "Never invent statuses, dates, amounts or facts. Use only values returned by the bound tools.", "severity": "hard" }, { "rule": "On doubt, conflict, tool error or an irritated customer: hand off to a human agent (E1).", "severity": "soft" } ], "escalation": { "E1": { "trigger": "Not found, tool error, angry customer, suspected fraud, or out-of-scope.", "action": "handoff_human", "queue": "CS L1 (human) — via helpdesk handoff", "context_to_pass": [ "last_customer_message", "tool_error" ] } }, "knowledge_refs": [ { "title": "CS-W34 swimlane", "url": "https://swimlanes.cxdigital.nl/CS-W34_Onderdelen_Accessoires.html" }, { "title": "CS-W01", "note": "related procedure in this set or on swimlanes.cxdigital.nl" }, { "title": "CS-W03", "note": "related procedure in this set or on swimlanes.cxdigital.nl" } ] } ] }