use case -- intelligent customer service

Here's an example of a use case for an enterprise virtual assistant. 

A user contacts an e-commerce company and talks to an intelligent enterprise
assistant about a problem with a product that the user has recently
purchased. The contact can be by phone, on a website, using an app, or by
text. The assistant knows about the item (when it was ordered, shipped,
warranty status, etc.) and about the user's previous interactions with the
company, by whatever channel. The user starts by asking for troubleshooting
help,  and the assistant helps with that, but then the user changes their
mind and decides to return the product. The assistant switches gears and
helps the user with the return (return authorization, shipping and refund,
for example)  and finding a replacement. If a GUI interface is available,
the assistant can show the user pictures of possible replacements and
explain how they differ from the original item.