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Introduction to Aura use cases
Learn what is a use case in Aura and which are the different types of experiences that can be developed
Introduction
Aura is offered as a platform to the business units to integrate it into their customer relationship channels and with a series of capabilities to create locally relevant experiences for the users. These experiences are called use cases.
A use case is a specific experience triggered by a direct request from the users that provides them with the most appropriate response to their requests due to Aura’s capability of understanding natural language, processing it and building personalized responses in real time.
Types of use cases in Aura
Use cases in Aura are divided into two main groups:
Generic questions use cases
Experiences based on frequently asked questions (FAQs), that is, the most common questions that customers can ask Aura in their interactions and that are most likely to remain constant over time. A great percentage of interactions with Aura is based on these questions.
✅ Examples of generic question use cases:
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How can I get my IMEI number?
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Use data abroad
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Activate O2 wifi
Global use cases
Global use cases are already designed and developed by Aura Platform Team. You cannot modify their logic but use them as they are or get inspired for deploying your own experiences:
- Video use cases are available.
📃 Learn how to manage global use cases in the Use Global Use Cases section.
Personalized use cases
Custom-made experiences that provide specific answers to each customer based on her data and context.
✅ Examples of personalized use cases:
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Show me my last bill
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Check my data consumption
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Status of my complaint A-330
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Check my balance
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Which devices are connected to my wifi?
They are classified into two categories:
Use cases managed by the generic-dialog
The generic-dialog allows the creation of personalized experiences easily, only by means of a simple configuration, with no code development. It is available for use cases in TV channels that imply direct actions (Switch off the TV; rewind the movie 10 seconds; etc.)
Interested in these use cases?
📃 Understand what is the generic-dialog and the conditions for its use here.
📃 Learn the detailed guidelines for the generation of a use case through the generic-dialog here.
Local use cases
Custom-made experiences in Aura that can be built by constructors from scratch or inspired in a global use case.
All of them require:
📃 For creating this custom-made use cases, follow the guidelines in Develop local experiences in Aura.