

Story of an unhappy customer Eddy

• Eddie is an existing Green Telco Inc customer living in Orlando Fl. He has been using the services provided by the Green Telco for the last 2 years.

• Eddie is traveling to Europe and last week signed up for a Data plan which he is told will double the original data speed.

• Eddie also bought a phone by paying cash with the understanding that he will get another phone free as part of a promotional plan.

• Eddie comes back from Europe trip after 5 days. He logs on the Portal to check if the second phone is shipped or not. The portal shows his claim for the same was denied.

• Eddie is already unhappy that the data plan that he was prescribed was not working in Europe and Asia and on top of this his claim for 2^nd phone was denied.

• Eddie logs on to the Portal and a chatbot starts a conversation.

• The Goal is to how to use Data and AI to stop churn of Eddie and make him happy customer again.