# Routine questions · Use cases · Dscvry

> Routine questions: customers answered by chat or phone at any hour from your own records, with changes made where allowed and anything that needs judgement...

Source: https://dscvryai.com/use-cases/routine-questions/

# Where is my order?

Everyday questions answered by chat or phone, day and night, from your own records, and handed to a person whenever a case needs one.

See it worked through ·

1. [Home](https://dscvryai.com/)
2. [Use cases](https://dscvryai.com/#use-cases)
3. Routine questions

## The same questions. All day, every day.

Where is my order, when is my appointment, how do I change my address. Agents spend the day on questions the records already answer.

### Queues for easy answers.

Customers wait on hold for an answer that takes seconds to look up.

### Closed at night.

Questions that arrive after hours wait until morning, and some customers don’t.

### Bots that guess.

Scripted chatbots answer from a list of FAQs, not from the customer’s own order or account.

## What the AI reads.

Each conversation answered from the customer’s own account, their orders and your policies, never from guesswork.

### In

- Customer accounts
- Orders and deliveries
- Appointments and bookings
- Policies and help articles
- Past conversations
- Service desk hours

### At work

1. [Sense](https://dscvryai.com/technology/sense/) Listens on the phone and reads chat, in the customer’s own words.
2. [Understand](https://dscvryai.com/technology/understand/) Works out what the customer is asking and which account it is about.
3. [Check](https://dscvryai.com/technology/check/) Confirms who the customer is before sharing or changing anything.
4. [Operate](https://dscvryai.com/technology/operate/) Answers, makes the changes you allow, and hands over to a person with the conversation attached.

### Out

Routine questions answered. Everything else with a person, already briefed.

## Every question answered. Every handover briefed.

The service team sees what was answered overnight, what changed on each account, and what is waiting for a person.

Conversations · The reasoning ·

Conversations · Retail customer service · Overnight Illustrative

5 conversations · 3 answered · 1 change made · 1 handed over

| Ref | Question | Outcome | Detail | Time |
|---|---|---|---|---|
| CV-7710 | Where is my order? | Answered | Out for delivery, arriving by 1 pm, from the courier record | 23:14 |
| CV-7713 | Can I change my delivery address? | Changed | Identity confirmed; address updated before dispatch | 00:42 |
| CV-7718 | When does the sale end? | Answered | From the published promotion calendar | 02:05 |
| CV-7721 | Do you price match? | Answered | Price match policy PM-2 quoted, with the link | 05:37 |
| CV-7724 | My parcel arrived damaged and I want a refund | Handed over | Needs a person; photos and order attached | 06:58 |

Illustrative example. Customers, orders and times are fictional.

## Built for service desks.

The AI handles the routine. People keep the judgement.

### Changes only where you allow.

You choose what it may update, such as an address before dispatch, and what it never touches.

How Operate works
https://dscvryai.com/technology/operate/

### Answers from your records.

Every answer comes from the account, the order or a published policy, or it hands over.

How Understand works
https://dscvryai.com/technology/understand/

### A clean handover.

A person picks up with the conversation, the account and what was already checked.

## Same records. Other questions.

The documents and data behind this work answer other questions too.

Why are customers calling?

### Call reasons

Find what drives calls, straight from the recordings.

See how →
https://dscvryai.com/use-cases/call-reasons/

What actually happened with this complaint?

### Customer complaints

Reconstruct what happened, and how it was handled.

See how →
https://dscvryai.com/use-cases/customer-complaints/

Will this shipment arrive on time?

### Late shipments

Spot delays early and tell the customer first.

See how →
https://dscvryai.com/use-cases/late-shipments/

Which claims can we pay today?

### Claims triage

Settle the simple ones fast. Send the rest to a person.

See how →
https://dscvryai.com/use-cases/claims-triage/

More in Customer service
https://dscvryai.com/#use-cases

Every use case
https://dscvryai.com/use-cases/

## Bring us your most common questions.

We’ll show you which ones can be answered from your own records at any hour, and how the rest reach a person.

[Talk to us →](https://dscvryai.com/contact/?topic=Routine%20questions%20inquiry)

**London**Discovery AI Limited · United Kingdom

**Hyderabad**ReDscvry Technology Private Limited · India

**Chennai**ReDscvry Technology Private Limited · India