Initiating the Report
A typical day in the retail shop takes a dramatic turn when a customer begins yelling at a cashier over a perceived pricing issue. The situation escalates as the customer starts throwing items from the counter, causing a scene that makes nearby customers visibly uncomfortable. After the situation de-escalates, the cashier is unsure whether this is an incident that should be reported but remembers the AI assistant is available to provide guidance. This prompts them to initiate the incident reporting process.
Use Case - Retail
Reporting the Incident Details
The cashier dictates what happened directly into the AI-powered system using the store's smartphone app. The assistant recognizes the stress of the situation and begins by calming the cashier, reassuring them that it’s normal to feel shaken after such an encounter. It then follows up on the employee's emotional state, asking whether they are okay and if the situation has been fully resolved. The AI assistant prompts for details, such as whether any damage occurred or if anyone was harmed. After confirming that no significant harm or damage resulted, the assistant summarizes the incident clearly and sends it to the security department for further documentation.
Assessing the Incident
The AI system quickly categorizes the event as "aggressive customer behavior" and assigns it a low severity level. It evaluates potential risks, such as the possibility of harm to staff or property damage. Recognizing that no additional assistance is required to resolve the situation, the system marks the incident as closed. Still, it highlights it for analysis in case similar events occur in the future.
Assigning the Incident
Once the incident report is submitted, the AI routes it to the relevant stakeholders. The store manager receives a notification about the stressful situation their employee experienced. In contrast, the health and safety team, security team, and regional operations manager receive the report in their respective case management systems. The AI ensures the data is formatted to meet each department’s documentation, metrics, and analytics needs, enabling a seamless workflow for follow-up actions.
Informing Decision-Makers
AI-generated metrics and statistics inform decision-makers. The system processes the incident in an easy-to-interpret format, allowing leadership to monitor trends and identify whether specific stores require additional attention. For example, the data may suggest implementing extra security measures or providing staff training in conflict resolution to handle similar incidents in the future better.
Quantifying Risks
The AI assistant logs the incident in a centralized database, contributing to the store’s and regional overall risk profile. Data analysis reveals patterns that highlight potential areas for improvement. For instance, if aggressive customer behavior is common during peak hours, the system might recommend increasing staffing or hiring security personnel to mitigate risks. These insights enable proactive decision-making, ensuring a safer and more supportive environment for both employees and customers.