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Ava, Foxtel's automated virtual assistant, assists Claire with a billing inquiry regarding a payment extension. After providing information on payment extensions, Ava transfers Claire to a live agent, Mary, who confirms an overdue amount and grants an extension until December 24, 2024. The chat concludes with Mary wishing Claire a Merry Christmas and asking for feedback on the service provided.

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Ava, Foxtel's automated virtual assistant, assists Claire with a billing inquiry regarding a payment extension. After providing information on payment extensions, Ava transfers Claire to a live agent, Mary, who confirms an overdue amount and grants an extension until December 24, 2024. The chat concludes with Mary wishing Claire a Merry Christmas and asking for feedback on the service provided.

Uploaded by

d6ryjd9fqj
Copyright
© © All Rights Reserved
Available Formats
Download as TXT, PDF, TXT or read online on Scribd
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Ava_B (16/12/2024, 12:41:08 pm): Hi Claire, I'm Ava, Foxtel's automated virtual

assistant
Ava_B (16/12/2024, 12:41:11 pm): OK, what can I help you with today?
Ava_B (16/12/2024, 12:41:13 pm): Button Selections:
Technical Support
Billing & Accounts
Packages or Equipment
Move Home
Main Event
Something Else
Claire (16/12/2024, 12:41:15 pm): Billing & Accounts
Ava_B (16/12/2024, 12:41:19 pm): What type of enquiry?
Ava_B (16/12/2024, 12:41:22 pm): Button Selections:
Pay my Bill
Update Payment Details
Resume my Service
Request Payment Support
Other Enquiry
Claire (16/12/2024, 12:41:32 pm): Request Payment Support
Ava_B (16/12/2024, 12:41:35 pm): No problem. Can you tell me about what type of
support you are requesting?
Ava_B (16/12/2024, 12:41:37 pm): Button Selections:
Payment extension
Payment plan
Financial hardship
Other
Claire (16/12/2024, 12:41:39 pm): Payment extension
Ava_B (16/12/2024, 12:41:42 pm): There is information on our website surrounding
Payment Extensions - http://fox.tl/payext

Please review this information before continuing.


Ava_B (16/12/2024, 12:41:44 pm): I'll wait here. Once you've read the information,
let me know how you went using the list below.
Ava_B (16/12/2024, 12:41:47 pm): Button Selections:
This answered my question
I need more help
Claire (16/12/2024, 12:42:32 pm): I need more help
Ava_B (16/12/2024, 12:42:35 pm): Let me transfer you to an agent who can help.
Mary_A (16/12/2024, 12:42:52 pm): Hi, I trust you are doing well. You are through
to Mary. Please try not to navigate away from this page or use other apps during
this chat.
Claire (16/12/2024, 12:42:53 pm): Hi mary
Claire (16/12/2024, 12:43:36 pm): I am wondering if I can pay my account on Tuesday
24/12
Claire (16/12/2024, 12:43:49 pm): i can pay it all then
Mary_A (16/12/2024, 12:44:40 pm): As per the details checked there is an overdue of
$117.26 in your account.
Claire (16/12/2024, 12:44:54 pm): Yes
Claire (16/12/2024, 12:48:28 pm): Am I able to please pay that on the 24/12?
Mary_A (16/12/2024, 12:48:45 pm): Please allow me few mins
Mary_A (16/12/2024, 12:48:54 pm): let me check this for you.
Claire (16/12/2024, 12:49:03 pm): Thank you
Mary_A (16/12/2024, 12:50:46 pm): Done, I have provided you an extension till 24th
Tuesday, ensure to pay on or before 24th to avoid restriction of your services.
Mary_A (16/12/2024, 12:51:03 pm): Season's greetings to you and your family!
Wishing you a Merry Christmas and a Happy New Year in 2025!
Claire (16/12/2024, 12:51:27 pm): Same to you Mary and thank you
Mary_A (16/12/2024, 12:51:45 pm): Your satisfaction means everything to us. Have I
covered everything that you wanted to discuss today?
Claire (16/12/2024, 12:52:32 pm): Yes you have indeed
Mary_A (16/12/2024, 12:52:39 pm): Alright then Excellent stuff. it's my absolute
pleasure. I'm happy I could help you today. If there is nothing else this chat will
close in a few minutes. You're going to receive a survey within the next 24 hours
about your experience with me. I would greatly appreciate the little time you'll
take out of your day. Hoping you’ll have a splendid day Further, If you want a copy
of this chat transcript, just click on the 3 horizontal lines in the bottom-left
hand corner of the chat and select ‘Save Transcript’

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