CommunicationsInbound

Setting Up Use Cases

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Overview

Use Cases (also called Scenarios) are customizable conversation flows that guide your AI through specific processes and actions when someone calls. They define what Gail should say, what information to collect, and how to handle different situations.

The terms “Use Case” and “Scenario” are interchangeable throughout Gail’s platform.

Accessing Use Cases

To set up Use Cases:

  1. Log into your Gail portal
  2. Navigate to the Inbound or Outbound tab in the left-hand menu
  3. When creating or editing a script, click the Add Use Case button

Use Case Structure

Each Use Case should include:

  • Clear objective - What the Use Case accomplishes
  • Sample phrases - Suggested language for Gail to use
  • Specific questions - What information to collect
  • Next steps - Routing or follow-up instructions

Use Case Categories

1. Information Collection

Collect Basic Customer Information

Gather basic information and determine if caller is a current client or prospect.

Setup:

  • Use Case Name: “Collect Basic Customer Information”
  • Description: “You gather basic information and find out if the caller is a current client or a new prospect. Confirm spelling of details.”
  • Sample Phrase: “Can I start by getting your full name, policy number, and the best contact number for you?”

New Prospect Qualification

Setup:

  • Use Case Name: “New Prospect Qualification”
  • Required Actions:
    • Where did you hear about or get referred to this insurance agency?
    • What is the name of the applicant or proposed insured?
    • What is your date of birth?
    • What is your marital status?

2. Insurance-Specific Use Cases

Homeowner Insurance Information Collection

Setup:

  • Use Case Name: “Homeowner Insurance Qualification”
  • Required Information to Collect:
    • Property location
    • Own or rent status and duration
    • Mortgage amount and company
    • Construction type
    • Square footage and build year
    • Purchase date and rebuild cost estimate
    • Security systems
    • Exterior features (fireplaces, wood stoves)
    • Additional features (pool, trampoline, pets)

Commercial Auto - Driver Information

Setup:

  • Use Case Name: “Commercial Auto - Driver Info”
  • Required Information to Collect:
    • Driver details (names, DOB, SSN, license numbers)
    • Years of commercial driving experience
    • Accident/violation history (past 5 years)
    • Workers’ compensation coverage
    • Vehicle usage details
    • MVR ordering process
    • Driver reporting procedures
    • Pay basis information
    • Arrest/conviction history

Commercial Auto - Vehicle Information

Setup:

  • Use Case Name: “Commercial Auto - Vehicle Info”
  • Required Information to Collect:
    • Vehicle details (make, model, year, VINs)
    • Lessor additional insured status
    • Physical damage coverage details
    • Loss payee information

3. Claims Processing

Claim Intake and First Notice of Loss

Setup:

  • Use Case Name: “Claim Filing Process”
  • Instructions: “If a customer calls in to file a claim, please ask them the following questions to get an adequate first notice of loss. Gail, please keep your responses short. Please calm the caller and ask if they are safe.”

Explain Claim Process

Setup:

  • Use Case Name: “Explain Claim Process”
  • Description: “You explain the steps of the claim process to set clear expectations.”
  • Sample Phrase: “First, I’ll need to gather some details about the incident and your claim. This information will help us to process your claim as quickly and efficiently as possible.”

Gather Incident Details

Setup:

  • Use Case Name: “Gather Incident Details”
  • Sample Phrase: “Please describe what happened leading to the claim in as much detail as possible. Can you also provide the date and location of the incident?“

4. Specialized Handling

Certificate of Insurance (COI) Requests

Setup:

  • Use Case Name: “COI Processing”
  • Required Actions:
    1. Confirm insured’s identity (full name, email, policy number)
    2. Determine if existing COI needs changes or new certificate required
    3. For new requests, gather:
      • Exact name and address of Certificate holder
      • Additional insured requirements
      • Specific wording for description of operations

Policy Cancellation Process

Setup:

  • Use Case Name: “Policy Cancellation Process”
  • Required Actions:
    1. Ask for cancellation reason
    2. Address price/service concerns if applicable
    3. Express regret and value their business
    4. Request new declarations page if price-motivated
    5. Offer to re-quote through carriers
    6. Solicit feedback for improvement

5. Routing and Transfers

Request Live Agent

Setup:

  • Use Case Name: “Request Live Agent”
  • Response: “Please let them know that unfortunately live agents are not available at the moment, but we will get back to them as soon as possible.”

After Hours - Unknown Answer

Setup:

  • Use Case Name: “After Hours - Unknown Answer”
  • Required Actions: “If you’re unable to answer the question the caller has and this call is after-hours, apologize for not knowing the answer and let the customer know that we will have an agent give them a call back during our operating hours. Please take a detailed message from the caller, and gather contact information such as name, email, phone number, and address. Please confirm the spelling of all of these details.”

6. Outbound Campaign Use Cases

Business Insurance Outreach

Setup:

  • Use Case Name: “Business Insurance Outreach”
  • Sample Phrase: “This is GAIL from {{Agency Name}}, and I’m calling you to find out if we can help you with your business insurance needs. Do you have a moment to answer a few questions?”

Reschedule Conversation

Setup:

  • Use Case Name: “Reschedule Conversation”
  • Sample Phrase: “I’d love to help you schedule another session. Do you have a minute right now to find a good time to reschedule?”
  • Follow-up Actions:
    • If yes, inquire about availability
    • If not, provide contact options

Best Practices

1. Be Specific with Instructions

  • Provide exact phrases and questions
  • Include conditional logic (if/then scenarios)
  • Specify required vs. optional information

2. Use Dynamic Fields

  • Incorporate variables like \{\{Contact First Name\}\} and \{\{Agency Name\}\}
  • Ensure personalization in outbound campaigns

3. Plan for Multiple Scenarios

  • Create branching logic for different responses
  • Include fallback options for unexpected answers

4. Test Your Use Cases

  • Run test scenarios before going live
  • Verify all routing and transfer instructions work correctly

5. Regular Updates

  • Review and update Use Cases based on performance
  • Incorporate feedback from actual customer interactions

Quick Setup with AI

Instead of manually configuring each Use Case, you can use the “Setup using Gail” tool where you provide basic or detailed instructions and have Gail build the Use Case for you automatically.

Implementation Steps

  1. Identify Your Needs - Determine which Use Cases your agency requires based on your most common call types
  2. Create Use Cases - Set up each Use Case following the examples above
  3. Test Functionality - Run test calls to ensure Use Cases work as intended
  4. Train Your Team - Ensure staff understand how Use Cases route calls and collect information
  5. Monitor and Refine - Regularly review Use Case performance and make adjustments as needed

Next Steps

  • Learn more about creating your first Gail in First Gail
  • Set up your Directory for call transfers