Coupon Handling & Staff Intervention Guide

Overview

The AI supports coupon processing and can successfully handle coupons within the system. This feature allows more orders to be completed end-to-end without staff intervention, improving efficiency and reducing manual handling during peak hours. Staff intervention is only required in specific scenarios outlined below, such as unsupported discounts, invalid coupon codes, or when a customer explicitly requests a team member. This process enables staff to focus on in-store operations while the AI handles supported coupon and ordering scenarios. Team members only need to respond when the audible alert indicates that human assistance is required.

Coupon & Discount Scenarios

Coupon Mentioned (No Code Provided)

Example:
Customer: “I have a coupon.” 

System Behavior:

• The AI will ask: “What is the coupon code?”
• The interaction continues once the code is provided.

Staff Action Required: No action required unless the customer cannot provide a code (see Section E).

Coupon Code Immediately Provided

Example:
Customer: “I have coupon six seven one eight.” 

System Behavior:

• The coupon code is sent to the coupon system.
• If valid: The coupon is added to the cart.
• If provided code is invalid or unsupported: The call auto-escalates to staff.

Staff Action Required: Only if the system escalates due to an invalid or unsupported coupon.

Unsupported Discounts (Auto-Escalation)

Discounts that are NOT a straight discount off a base item are not currently supported.

The following discounts are currently not supported by the AI system:

• Senior discounts
• Student discounts
• Receipt or survey discounts
• BOGO
• FREE item/side/drink
• $X off purchases over $Y
• Any other manual or in-store promotional discounts

Example:

• “Can I get the senior discount?”
• “I have a survey code.”

System Behavior: 

• The call automatically escalates to staff.

Staff Action Required: Yes. Take over the conversation when alerted.

Normal Orders (No Coupon Mentioned)

Most customers will place orders without mentioning a coupon. 

System Behavior:

• The AI completes the order normally.
• The coupon system is not triggered.

Staff Action Required: No action required.

Coupon Code Unknown by Customer

Example:
Customer: “I have a coupon.”
AI: “What is the coupon code?”
Customer: “I don’t know.” 

System Behavior:

• The call auto-escalates.

Staff Action Required: Yes. Take over the conversation and assist the customer.

Live Human Intervention Triggers

The AI will automatically request a staff member when a customer makes statements such as:

• “I would like to speak with a person.”
• “Staff member please.”
• “I need a human being.”
• “I have a receipt survey.”
• “Can I get the senior discount?”
• “I’d like to place a second order.”

What Staff Will Hear

When intervention is required:

• The AI will inform the customer: “I’m connecting you with a team member who can better assist you.”
• Staff will hear an audible chime: “Beep Beep Lane 1.”

Staff Action Steps

1. Listen for the chime.
2. Press the headset button.
3. Take over the conversation.

Staff Intervention Required Summary