How Does the Movie Search Use Case Work?

Introduction

This article explains how the AI agent helps customers find movies currently playing in their city. It outlines each step of the process, from the first request to the satisfaction check at the end.

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Frequently Asked Questions

1. What is the first step when a customer makes a request?

The AI agent always begins by acknowledging the customer’s request. This reassures the customer that their query has been received.

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2. Why does the AI agent ask for a City?

Movie showtimes differ by location. The AI agent asks for the customer’s City so it can find the correct results. The City is saved as a parameter and used in the search.

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3. What happens if the customer does not provide enough information?

• If the customer provides incomplete details (e.g., an abbreviated City), the AI agent politely asks for clarification.

• If the customer provides invalid details twice, the request is escalated to a human agent.

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4. How does the API work in this process?

There are two API calls involved:

1. Movie Search API – Find City in Australia [Production]

   • Uses the customer’s City to find a City ID.

2. Movie Search API – Find Movies in Selected City [Production]

   • Uses the City ID to find the list of movies currently playing.

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5. How are the results shown to the customer?

The AI agent lists the movies currently playing in the customer’s city. This allows the customer to confirm which options are relevant.

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6. What happens after the results are shown?

The AI agent waits for the customer to acknowledge the list of movies. It will not continue until the customer responds.

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7. Why is BSAT collected at the end?

BSAT (Buyer Satisfaction) is collected after the customer acknowledges the response. This helps measure how well the request was handled.

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Key Points to Remember

• Always acknowledge the request first.

• Do not proceed without a valid City.

• Escalate after two failed attempts to collect valid details.

• Present results clearly and wait for acknowledgment.

• Collect BSAT as the final step.