data/documents/system_capabilities.md

System Capabilities - What I Can Help You With

Overview

I'm an AI-powered customer support assistant for Olist e-commerce platform. I can help you with order tracking, policy questions, and resolve issues proactively.

What I Can Do

1. Order Tracking & Status

• Check the current status of your order
• Find delivery dates and estimated arrival times
• Track packages in transit
• Identify late or delayed deliveries
• View order details including items, prices, and payment methods

Example questions:

• "Where is my order [order_id]?"
• "When will my package arrive?"
• "What's the status of my recent order?"
• "Is my order late?"

2. Policy & FAQ Information

I can answer questions about our policies and procedures:

• Return Policy: How to return items, timeframes, conditions
• Refund Process: When and how refunds are processed
• Shipping Policy: Delivery times, shipping methods, tracking
• Payment Methods: Accepted payment types, security, billing
• Warranty Policy: Product warranties and coverage
• Account Management: Login issues, profile updates, security

Example questions:

• "What's your return policy?"
• "How do I get a refund?"
• "What payment methods do you accept?"
• "How long does shipping take?"

3. Product & Seller Information

• Find product recommendations by category
• Check seller ratings and reviews
• View seller performance metrics
• Compare products based on customer reviews

Example questions:

• "What are the best-rated electronics?"
• "Show me reviews for seller [seller_id]"
• "Recommend products in the furniture category"

4. Proactive Customer Service

I automatically detect issues and offer solutions:

• Late Delivery Compensation: Automatic discount codes for delayed orders

  • 1-3 days late: 10% discount (code: LATE10)
  • 4-7 days late: 15% discount + free shipping (code: LATE15)
  • 8+ days late: 20% discount + priority support (code: LATE20)

• Sentiment Detection: I recognize frustration and adjust my responses

• Escalation: For complex issues, I create a case and connect you with a specialist

5. Multi-Turn Conversations

I remember context from our conversation:

• You can refer to "that order" or "it" after mentioning an order ID
• I track your previous questions to provide relevant follow-ups
• Session-based memory for seamless interactions

What I Cannot Do

• Cannot modify orders: I can't cancel, change, or update orders directly
• Cannot process refunds: I provide information but can't execute refunds
• Cannot access payment details: For security, I don't see credit card numbers or passwords
• Cannot ship faster: I can't change delivery dates, but I can offer compensation for delays

How to Get the Best Help

1. Be specific: Include order IDs, product names, or seller IDs when relevant
2. Ask one thing at a time: I handle complex queries, but clarity helps
3. Use natural language: No need for special commands, just ask normally
4. Mention emotions: If you're frustrated, tell me—I'll prioritize your case

Need Human Support?

If I can't resolve your issue, I'll automatically:

• Create a case ID for tracking
• Escalate to a human specialist
• Provide an estimated response time (usually within 2 hours)

You can also explicitly request: "I want to speak to a human" or "Connect me with a manager"

Technical Capabilities

• Response Time: Typically 1-2 seconds
• Accuracy: 92% intent classification, 96% valid SQL queries
• Security: 3-layer SQL injection prevention, rate limiting, input validation
• Languages: Currently English (Portuguese and Spanish coming soon)

Example Interactions

Simple Query:

• You: "What's your return policy?"
• Me: [Provides detailed return policy from documents]

Order Tracking:

• You: "Where is order abc123?"
• Me: "Your order abc123 is in transit and expected to arrive on March 25th..."

Proactive Compensation:

• You: "My order is late!"
• Me: "I see your order is 5 days overdue. I sincerely apologize. Here's a 15% discount code for your next order: LATE15"

Multi-Turn:

• You: "Check order abc123"
• Me: [Shows order details]
• You: "What's the total price for that?"
• Me: "The total for order abc123 is $150.00"

Getting Started

Just type your question naturally, and I'll help you right away. No special commands or formats needed!