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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.
14case 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.
- Risk reviewer / domain ownerDecide allowed actions and evidence required for a bounded release.
Choose an industry or shared pattern
- Banking & fintech (external)
- INTERNAL-facing at large organizations
- Insurance (external)
- Retail & e-commerce (external)
- Shared primitives
- Telco & ISP (external)
- Travel & hospitality (external)
- Utilities & energy (external)
14 resources · Page 1 of 1
Follow new releases →
case study · Rasa Community
Report an insurance decision already on file
Read the claims service’s recorded decision before an assistant falls back to saying it cannot answer.
case study · Rasa Community
Recheck a bank transfer when the recipient changes
Check how a banking assistant handles a transfer when the recipient’s details change during verification.
case study · Rasa Community
Respond to financial hardship during a repayment chat
Help a customer who cannot afford basic living costs without treating a later repayment request as a resolved hardship.
case study · Rasa Community
Check uploaded documents before filing an insurance claim
Use recorded upload and scan status when an assistant prepares an insurance claim with photos and an invoice.
case study · Rasa Community
Recover an unfinished request to move an energy account
Find out whether a move was scheduled before asking again or changing the date.
case study · Rasa Community
Recommend a case for the shopper’s corrected phone model
Handle a shopper’s correction about the phone they own before recommending a compatible accessory.
case study · Rasa Community
Check which permissions an IT assistant granted
Compare the requested access with the permissions actually added instead of relying on a successful receipt.
case study · Rasa Community
Find the right month of bank transactions
Check transaction dates in the bank’s timezone so a complete search returns the month the customer requested.
case study · Rasa Community
Handle a customer switching from a return to an exchange
Check that retrying a return request does not silently restore the choice the customer has changed.
case study · Rasa Community
Keep failed reward bookings in the repair queue
Track an unresolved reward booking until its ticket or points reversal is confirmed, even when a retry creates no new error.
case study · Rasa Community
Test both balance checks before sending a bank transfer
Check an outdated balance and insufficient funds separately so one refusal does not hide a missing transfer check.
case study · Rasa Community
Check delivery before retrying an appointment reminder
Inspect the booking and original delivery attempt before retrying a reminder after an error.
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.