One day at Fernway
A short film about a shop, a torn box and a $1,444 refund. Kokoro, one of the voice models the app runs, read the narration on one PC.
The record of that day
Twenty customers wrote in and one sent a photo. The customers were scripted, and the replies, actions and timings are real.
| Customer wrote | Flow | Outcome |
|---|---|---|
| Where is my order #1276? | Where's my order | Carrier and tracking number, 0.3 s |
| Return order 1263, the charger is too bulky | Returns and refunds | $193.58 refunded by the $300 rule, 0.4 s |
| Return my Commuter C2, order 1258 | Returns and refunds | $1,444.20 waited for the owner, 0.7 s |
| Please cancel my order 1281 | Cancel before it ships | Cancelled, $1,183.20 refunded, 0.3 s |
| My Trail T1 shows E-07 on long climbs | Tech support | Cool for 10 minutes, then Eco or Tour, 1.4 s |
| Do you ship e-bikes to Canada? | Product questions | Yes, $39 to Vancouver, cited, 1.4 s |
| Which helmet size? My head is 57 cm | Product questions | Size M, cited, 1.7 s |
| Is there a student discount? | Product questions | 10% with a school email, cited, 0.9 s |
| Hola, ¿dónde está mi pedido 1274? | Where's my order | Answered in Spanish, 1.1 s |
| Where is my order? ... 1274 | Where's my order | Asked for the number, then answered, 0.7 s |
| Can I fold the C2 and take it on Caltrain? | Product questions | Yes, counts as luggage, cited, 1.5 s |
| Does the Thule Yepp Maxi fit the Commuter C2? | Product questions | No, cited, 1.4 s |
| Switch my Flex plan from 6 to 12 months? | Billing | Yes, once within 60 days, cited, 1.3 s |
| How long does the fast charger take? | Product questions | About 2.5 hours, cited, 1.5 s |
| Do you sell electric scooters too? | Product questions | Not in the documents: handed over |
| This is unacceptable... | Complaints and after hours | To a person, told the team is back at 9:00, 0.6 s |
| Return of an order delivered six weeks ago | Returns and refunds | Past 30 days, warranty explained, 1.5 s |
| Return of a $62 order | Returns and refunds | Refunded by the rule, 0.6 s |
| My C2 says E-21 after I took the battery out | Tech support | Battery connection steps, 1.8 s |
| Can I test ride the Trail T1 near Oakland? | Product questions | Showroom address and hours, cited, 1.6 s |
18 of 19 finished without a person
The median first reply was 0.5 seconds, 91% of answers cited a source, and none of it went to a cloud. Your shop will get different numbers.
Put someone on the board
Download for Windows228 MB. Windows 10 or later, 64-bit.