Recurring visits and reschedule requests

The decision to make first

Decide which changes Ava can take as a request (move a visit, skip one, add a note) and which always need a person, such as cancelling a contract.

Identify the customer safely

Use details your team approves, such as the service address and the name on the account. Ava should not read back private account details to an unverified caller.

Suggested wording to approve

Example wording: “I’ve noted that you’d like to move Thursday’s visit to next week. The office will confirm the new date with you.”

Test the difficult case

Call as someone asking to change a visit at an address they do not live at. The request should be flagged for the office, not actioned.

Worked example

Fictional example: a lawn care customer asks to skip next week because of a garden party. Ava records the request, the address area and the callback number, and the office confirms the change the same day.

Review it in operation

Count change requests by type. If one type dominates, it may be worth a tested, direct connection to the schedule later.

Check before you launch

• List the changes Ava may capture.
• Agree safe customer identification.
• Test a request for someone else’s address.
• Count change requests by type.

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