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Cases to work through
Follow a service problem through the conversation, the decision and the evidence needed to resolve it. Each case is one reading resource, with the design or technical detail that its problem calls for.
9case studies. Examples are fictional; each article explains what its exercises test and what still needs to be checked in a real service.
Start with your role
- AI product managerDecide which customer outcome to pursue, how to measure it, and whether to release.
- AI product engineerBuild and integrate an agent whose tools and behavior can be checked.
- Conversation designer / UX specialistHelp users understand, correct and recover from agent interactions.
- Evaluation / data specialistConstruct traceable data and checks that distinguish behavior from a convincing report.
- Platform / operations engineerDeploy, observe and recover the service with clear ownership.
Choose an industry or shared pattern
- Banking & fintech (external)
- INTERNAL-facing at large organizations
- Retail & e-commerce (external)
- Shared primitives
- Telco & ISP (external)
- Travel & hospitality (external)
9 resources · Page 1 of 1
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case study · Rasa Community
A correct device correction was rejected by our parser
Replay a recorded shopping correction through the original and fixed parser, then test that accepting the new device still discards the old recommendation.
case study · Rasa Community
A complete transaction search can still select the wrong month
A timezone mutation leaves every request check passing while two transaction rows change sides.
case study · Rasa Community
A retry dropped an unresolved booking from our repair queue
A harmless replay removes open work when a repair queue treats attempt counters as booking state.
case study · Rasa Community
A return retry keeps the old choice after a correction
Separate replaying an accepted return from asking to change it to an exchange.
case study · Rasa Community
An access receipt can succeed with an extra permission
A receipt confirms the requested viewer role while a separate permission-delta assertion catches an extra administrator grant.
case study · Rasa Community
One passing transfer refusal can hide a missing check
Replay a competing debit with each submission check removed, and see why a no-transfer assertion alone misses both missing guards.
case study · Rasa Community
A reminder can be sent before its receipt code fails
Remove a delivery check in a local fixture to see why a tool error cannot establish that no reminder was sent to the patient.
build study · Rasa Community
How to verify a SIM swap request in a voice agent
Tie each SIM swap check to the line it approves and enforce it in the tool, so an approval for one line cannot move another.
case study · Rasa Community
A phone appointment is not a branch visit
A customer changes from a phone appointment to a step-free branch visit. Work through the confirmation, the old slot and a booking whose result is unknown.