Scenarios
A situation an operator recognises, and the decision inside it. Each one starts from something that has already happened to a customer and ends at the decision somebody is accountable for. Read any of them without an account.
31 scenarios. 2 run end to end, 2 are interactive but partial, and 12 explain what a pilot would need. The remaining 15 are written but have no demonstration behind them yet.
Bank or MFI
Matched on what these products do, not filed under your kind of organisation.
The scenarios, each with the decision inside it.
- Journey to readFor Bank or MFI
Fraud, risk, security and digital identity teams
Stop an account takeover before the transfer, and let the fraud system decide
A password reset, a SIM change and a wallet transfer arrive on one account within an hour. Each is ordinary on its own.
Read the journey; a working session shows it running.
The decision, the outcomes and the product
The decision. This sequence as a takeover or not, the value of the signal, and the system that acts on it.
- Journey to readFor Bank or MFI
Mobile financial services, bank and MFI credit risk teams
Estimate who will repay, and let the lender decide
A wallet customer asks for a small loan before payday. The lender holds an approved, purpose-limited view of their operator and wallet history, and has to answer in seconds.
Read the journey; a working session shows it running.
The decision, the outcomes and the product
The decision. This applicant's probability of repaying, the limit it supports, and the lender's decision.
- Runs end to end
Commercial, CVM and retention teams
Recover a customer who has quietly stopped buying data packs
A customer who bought a data pack every month for a year has bought nothing for six weeks. The service works and the customer is silent.
Runs end to end, configured for your organisation and market.
The decision, the outcomes and the product
The decision. A different pack, a service check, a wait, or no action at all — and which of the four this customer gets.
The product that runs it: Customer Intelligence
Explore the stream: Customer Growth & CVM
- Runs end to end
Revenue assurance, finance control and billing operations teams
Find the service that was provisioned and charged but left unbilled
Month end. Provisioning says a service is live. Charging says it was charged. The bill says something else, and each system is right about itself.
Reconciles three sample ledgers end to end; exposure is modelled, and recovery is finance's.
The decision, the outcomes and the product
The decision. The differences that are exceptions, the value of each, its owner, and the known ones suppressed.
The product that runs it: Revenue, Risk and Assurance
Explore the stream: Revenue Assurance & Reconciliation
- Interactive, and partial
Digital services, product and partnerships teams
Sell everyday AI access on the phone bill, in the customer's own language
A customer wants useful AI in Kiswahili or Sheng, has no card, and will not create an account with a foreign provider.
The subscriber's own screen. The operator-side decision journey is not yet runnable.
The decision, the outcomes and the product
The decision. The package that fits, its cost, and whether this customer may be charged for it at all.
Part of Subscriber AI Services
- Interactive, and partial
Service operations, care and network teams
Resolve a repeated service problem before the customer gives up
The same customer has reported the same problem three times. Each contact was closed. The problem is still there.
Shows how cases, remedies and evidence are handled. Not this journey end to end.
The decision, the outcomes and the product
The decision. Network fault, device problem, billing error or care failure — the cause named, and the owner of the fix.
Part of Contact Centre & Customer Care
- What a pilot would need
Credit, collections and care teams
Recover an overdue balance without pushing the customer away
A customer is behind on payment. A blunt reminder in the wrong language damages a relationship that is still worth keeping.
A pilot's requirements are specified: the data, the authority and the consent design.
The decision, the outcomes and the product
The decision. A reminder, a payment arrangement, a hardship route, or a hand-off to a person — chosen for this customer.
Part of Contact Centre & Customer Care
- What a pilot would need
Prepaid, digital channel and commercial teams
Help a customer with no credit get back online
A customer's data has run out. They cannot browse, cannot reach the app, and have no credit to buy more.
A pilot's requirements are specified: the data, the authority and the consent design.
The decision, the outcomes and the product
The decision. The offer a customer who cannot transact can still take, and the way they pay for it.
Part of Real-Time Revenue Moments