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ResponseCX Workflows

ResponseCX is optimized for high-volume, outcome-driven customer operations. Below are common workflows teams automate first.

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Returns and Refunds

  1. Validate eligibility and policy rules
  2. Create return authorization
  3. Trigger refund or exchange actions
  4. Notify the customer with tracking

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Order Changes

  1. Verify order state and payment status
  2. Apply updates (address, quantity, substitutions)
  3. Recalculate totals and validate constraints
  4. Confirm changes with the customer

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WISMO (Where Is My Order)

  1. Pull latest fulfillment and carrier status
  2. Detect exceptions or delays
  3. Provide proactive resolution options

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Escalations

  1. Detect low-confidence outcomes or policy exceptions
  2. Route to human review with full context
  3. Resume automation after approval