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!