Use cases allow you to classify and automate handling of customer conversations in your AI Agent. Each use case determines whether a ticket should be intercepted by the AI or skipped to a human agent. Use cases can also be linked to a Standard Operating Procedure (SOP) or article to ensure consistent handling of customer issues.
Creating a New Use Case
Navigate to Use Cases
Log into your Shipped Suite Merchant Admin.
Go to AI Agent > Use Cases.
Click New Use Case.
Fill in Required Fields
Name – Give the use case a clear, descriptive title (e.g., Delivered but Missing).
Category – Assign to the most relevant category (e.g., Shipment Issue).
Description – Provide a detailed explanation of when this use case applies.
Clearly define the situation (e.g., Customer reports they never received their order even though tracking shows delivered).
Include examples of how customers might describe the issue.
Clarify exclusions.
Conversation Tags – Add tags if needed for reporting or workflows.
Set Use Case Options
Active – Enables interception of tickets with this classification.
Always On – Ensures the AI Agent handles this use case 24/7, bypassing agent schedules.
Set Auto Trigger
Choose whether the use case should automatically trigger an SOP or Article.
From the dropdown, select the specific SOP or article to link.
(See Creating SOPs Guide for details on setting up SOPs.)
Save the Use Case
Click Save.
The use case will be saved as a Draft until published.
Modifying an Existing Use Case
Open the Use Case
From AI Agent > Use Cases, click the edit icon next to the use case you’d like to update.
Edit Fields
Update the Name, Category, Description, Tags, or SOP/Article trigger as needed.
Ensure the description remains detailed enough for AI classification, clearly outlining the scope of the issue.
Change Status
Use the Active checkbox to enable or disable the use case.
Use the Always On checkbox if you want it bypassing schedules.
Save & Publish
Once edits are complete, click Save & Publish to make changes live.
Best Practice Tips
Write descriptions in detail, so the AI can properly identify and classify tickets.
Always define what the use case covers and what it excludes.
Keep use case names clear and consistent so your team can quickly identify them.
Link each use case to the correct SOP for consistent customer handling.
Review use cases regularly alongside SOPs to ensure alignment and accuracy.
If you need any assistance with creating or modifying use cases, please reach out to support@cavalry.ai