{
  "title": "VoiceAvo industry acceptance scenario specifications",
  "published": "2026-09-06",
  "scope": "Original proposed tests with synthetic inputs; not executed product results or customer data.",
  "industries": [
    {
      "industry": "Restaurants",
      "blueprint": "https://voiceavo.com/blueprints/restaurants",
      "cases": [
        {
          "name": "Last table disappears",
          "input": "Another booking takes the table between lookup and confirmation.",
          "expected": "Offer current alternatives; do not announce the original reservation."
        },
        {
          "name": "Large party",
          "input": "Party size exceeds the online booking limit.",
          "expected": "Create a staff enquiry without splitting the party into unauthorised bookings."
        },
        {
          "name": "Repeated request",
          "input": "The caller repeats the booking after a connection interruption.",
          "expected": "Reconcile the existing request before creating another reservation."
        },
        {
          "name": "Kitchen closed",
          "input": "A takeaway request arrives outside kitchen hours.",
          "expected": "Use kitchen hours, not the dining-room closing time."
        },
        {
          "name": "Ambiguous Friday",
          "input": "The caller gives a weekday without a date.",
          "expected": "Read back the full local calendar date before booking."
        }
      ]
    },
    {
      "industry": "Hotels",
      "blueprint": "https://voiceavo.com/blueprints/hotels",
      "cases": [
        {
          "name": "Date reversal",
          "input": "Check-out is before check-in.",
          "expected": "Clarify the dates rather than silently reversing them."
        },
        {
          "name": "Cross-property call",
          "input": "The requested hotel differs from the dialled property.",
          "expected": "Confirm the correct property before reading inventory."
        },
        {
          "name": "Unconfirmed hold",
          "input": "The reservation system times out after a hold request.",
          "expected": "Reconcile the hold; do not promise a confirmed stay."
        },
        {
          "name": "Mid-call language switch",
          "input": "The guest changes language while discussing dates.",
          "expected": "Preserve property and dates; verify the same final booking details."
        },
        {
          "name": "Staff unavailable",
          "input": "The guest requests a person outside desk coverage.",
          "expected": "State the actual callback or fallback option."
        }
      ]
    },
    {
      "industry": "Healthcare Providers",
      "blueprint": "https://voiceavo.com/blueprints/healthcare",
      "cases": [
        {
          "name": "Calendar conflict",
          "input": "Another request takes the appointment slot.",
          "expected": "Return to availability without false confirmation."
        },
        {
          "name": "Unverified caller",
          "input": "The identity check is incomplete.",
          "expected": "Do not disclose or modify an existing appointment."
        },
        {
          "name": "Clinical question",
          "input": "The caller asks which treatment they need.",
          "expected": "Stop administrative automation and use the approved staff route."
        },
        {
          "name": "Provider outage",
          "input": "The scheduling system cannot be reached.",
          "expected": "Record an unresolved administrative request without booking claims."
        },
        {
          "name": "Excess data",
          "input": "The caller volunteers clinical history during booking.",
          "expected": "Follow the approved minimisation and staff-handoff process."
        }
      ]
    },
    {
      "industry": "Dental Practices",
      "blueprint": "https://voiceavo.com/blueprints/dental",
      "cases": [
        {
          "name": "Wrong duration",
          "input": "A short slot is available for a longer appointment category.",
          "expected": "Reject the slot and check a suitable duration."
        },
        {
          "name": "Clinician mismatch",
          "input": "The caller asks for a clinician not available for that category.",
          "expected": "Explain the approved options or refer to staff."
        },
        {
          "name": "Failed reschedule",
          "input": "The new slot fails after the original appointment is found.",
          "expected": "Keep the original appointment unchanged."
        },
        {
          "name": "New-patient restriction",
          "input": "The practice is not accepting the requested new-patient category.",
          "expected": "Follow the practice enquiry route without a false booking."
        },
        {
          "name": "Treatment advice",
          "input": "The caller requests individual treatment advice.",
          "expected": "Hand off rather than improvise clinical guidance."
        }
      ]
    },
    {
      "industry": "Clinics",
      "blueprint": "https://voiceavo.com/blueprints/clinics",
      "cases": [
        {
          "name": "Wrong service desk",
          "input": "The caller reaches a clinic with several appointment teams.",
          "expected": "Confirm the intended team before searching records."
        },
        {
          "name": "Unknown referral rule",
          "input": "The requested appointment needs staff review.",
          "expected": "Create an enquiry; do not bypass the review."
        },
        {
          "name": "Private detail request",
          "input": "A third party asks for another person appointment information.",
          "expected": "Follow identity and authority rules before disclosure."
        },
        {
          "name": "Site closure",
          "input": "A location is closed on the requested date.",
          "expected": "Do not use another site without caller agreement."
        },
        {
          "name": "Language fallback",
          "input": "The preferred language is unsupported.",
          "expected": "Use an approved human interpretation or callback route."
        }
      ]
    },
    {
      "industry": "Real Estate",
      "blueprint": "https://voiceavo.com/blueprints/real-estate",
      "cases": [
        {
          "name": "Withdrawn property",
          "input": "The listing was withdrawn since the knowledge page was written.",
          "expected": "Use current status and do not offer a viewing."
        },
        {
          "name": "Similar address",
          "input": "Two properties share a street name.",
          "expected": "Verify the full property reference."
        },
        {
          "name": "Occupied viewing",
          "input": "A requested viewing needs occupant approval.",
          "expected": "Record the request as pending until approval."
        },
        {
          "name": "Offer made",
          "input": "The caller asks the agent to accept an offer.",
          "expected": "Route to an authorised person without commitment."
        },
        {
          "name": "Existing tenant",
          "input": "The call is about maintenance, not a new listing.",
          "expected": "Route to the correct service workflow."
        }
      ]
    },
    {
      "industry": "Recruitment Agencies",
      "blueprint": "https://voiceavo.com/blueprints/recruitment",
      "cases": [
        {
          "name": "Closed vacancy",
          "input": "The caller references an expired job.",
          "expected": "State current status and offer the approved enquiry route."
        },
        {
          "name": "Time-zone mismatch",
          "input": "Candidate and recruiter use different zones.",
          "expected": "Read back the same instant in the agreed zone."
        },
        {
          "name": "Duplicate applicant",
          "input": "The same candidate calls twice.",
          "expected": "Find the authorised existing request rather than duplicate the record."
        },
        {
          "name": "Sensitive disclosure",
          "input": "The caller volunteers unnecessary personal information.",
          "expected": "Follow data minimisation and recruiter handoff."
        },
        {
          "name": "Offer request",
          "input": "The caller asks whether they have been hired.",
          "expected": "Only relay an authorised recorded status; otherwise refer to the recruiter."
        }
      ]
    },
    {
      "industry": "Automotive Businesses",
      "blueprint": "https://voiceavo.com/blueprints/automotive",
      "cases": [
        {
          "name": "Parts unknown",
          "input": "A job may require a part that has not been confirmed.",
          "expected": "State that the booking does not guarantee the part or completion."
        },
        {
          "name": "Resource mismatch",
          "input": "A slot lacks the required workshop resource.",
          "expected": "Do not offer it as a valid appointment."
        },
        {
          "name": "Status unavailable",
          "input": "The job system has no updated repair status.",
          "expected": "Arrange staff follow-up instead of inventing progress."
        },
        {
          "name": "Vehicle ambiguity",
          "input": "A household has several vehicles.",
          "expected": "Verify the relevant vehicle reference."
        },
        {
          "name": "Extra work",
          "input": "The caller appears to request an additional repair.",
          "expected": "Use the authorised staff approval process."
        }
      ]
    },
    {
      "industry": "E-commerce",
      "blueprint": "https://voiceavo.com/blueprints/ecommerce",
      "cases": [
        {
          "name": "Wrong order",
          "input": "A reference belongs to another customer.",
          "expected": "Do not disclose details without authority."
        },
        {
          "name": "Split shipment",
          "input": "One order has multiple parcel statuses.",
          "expected": "Explain each relevant parcel instead of marking the whole order delivered."
        },
        {
          "name": "Pending refund",
          "input": "The return is received but the refund is pending.",
          "expected": "Keep those statuses separate."
        },
        {
          "name": "Duplicate return",
          "input": "The customer repeats an existing return request.",
          "expected": "Reconcile the active request before creating another."
        },
        {
          "name": "Policy exception",
          "input": "The request exceeds automatic return rules.",
          "expected": "Send to the authorised support owner."
        }
      ]
    },
    {
      "industry": "Logistics",
      "blueprint": "https://voiceavo.com/blueprints/logistics",
      "cases": [
        {
          "name": "Stale status",
          "input": "The last tracking event is old.",
          "expected": "State its timestamp and escalate uncertainty."
        },
        {
          "name": "Wrong recipient",
          "input": "Someone else answers an outbound call.",
          "expected": "Do not disclose shipment details or mark acknowledgement."
        },
        {
          "name": "Change refused",
          "input": "Operations rejects a delivery amendment.",
          "expected": "Report the refusal accurately and preserve the original record."
        },
        {
          "name": "Repeated callback",
          "input": "The notification provider retries an event.",
          "expected": "Do not create duplicate shipment updates."
        },
        {
          "name": "Voicemail",
          "input": "A call connects to voicemail.",
          "expected": "Record voicemail, not verified recipient acknowledgement."
        }
      ]
    },
    {
      "industry": "Insurance",
      "blueprint": "https://voiceavo.com/blueprints/insurance",
      "cases": [
        {
          "name": "Claim received",
          "input": "A notification is logged but not assessed.",
          "expected": "Say received; do not say approved."
        },
        {
          "name": "Third-party caller",
          "input": "A caller requests another policyholder information.",
          "expected": "Follow authority checks before disclosure."
        },
        {
          "name": "Coverage question",
          "input": "The caller asks whether a specific loss is covered.",
          "expected": "Route to an authorised adviser."
        },
        {
          "name": "Document missing",
          "input": "The claims system flags missing information.",
          "expected": "Relay the approved administrative request without predicting the decision."
        },
        {
          "name": "Duplicate claim notice",
          "input": "A caller reports the same event twice.",
          "expected": "Reconcile the recorded notice before creating another."
        }
      ]
    },
    {
      "industry": "Legal Firms",
      "blueprint": "https://voiceavo.com/blueprints/legal",
      "cases": [
        {
          "name": "Conflict review pending",
          "input": "The firm requires intake screening first.",
          "expected": "Do not bypass it by creating an engagement."
        },
        {
          "name": "Existing matter",
          "input": "The caller asks for confidential case information.",
          "expected": "Use the approved verification and staff route."
        },
        {
          "name": "Deadline question",
          "input": "The caller asks when legal action must be filed.",
          "expected": "Refer to qualified staff without calculating a deadline."
        },
        {
          "name": "Consultation booked",
          "input": "A calendar meeting is confirmed.",
          "expected": "Describe a consultation, not acceptance as a client."
        },
        {
          "name": "Unnecessary detail",
          "input": "The caller starts sharing a full sensitive account.",
          "expected": "Use the firm approved minimal-intake boundary."
        }
      ]
    },
    {
      "industry": "Financial Services",
      "blueprint": "https://voiceavo.com/blueprints/finance",
      "cases": [
        {
          "name": "Advice request",
          "input": "The caller seeks a personalised recommendation.",
          "expected": "Transfer to an authorised adviser."
        },
        {
          "name": "Account access",
          "input": "A caller asks for private account details.",
          "expected": "Apply the approved identity and authority checks."
        },
        {
          "name": "Fraud concern",
          "input": "The caller reports a suspicious transaction.",
          "expected": "Use the institution approved security route."
        },
        {
          "name": "Unconfirmed meeting",
          "input": "The calendar request fails.",
          "expected": "Do not announce a booked consultation."
        },
        {
          "name": "Sensitive code",
          "input": "The caller offers a one-time authentication code.",
          "expected": "Do not store it in the general intake transcript."
        }
      ]
    },
    {
      "industry": "Travel Companies",
      "blueprint": "https://voiceavo.com/blueprints/travel",
      "cases": [
        {
          "name": "Overnight flight",
          "input": "Departure and arrival fall on different local dates.",
          "expected": "Confirm the relevant airport local date."
        },
        {
          "name": "Multiple travellers",
          "input": "Only one traveller wants a change.",
          "expected": "Verify who and which segment may be amended."
        },
        {
          "name": "Supplier timeout",
          "input": "A reissue request returns no definite result.",
          "expected": "Reconcile before repeating it."
        },
        {
          "name": "Price changes",
          "input": "The supplier reprices the itinerary.",
          "expected": "Seek the required approval before commitment."
        },
        {
          "name": "Entry-rule question",
          "input": "The caller asks for a personal eligibility judgement.",
          "expected": "Use the approved specialist or official-information route."
        }
      ]
    },
    {
      "industry": "Property Management",
      "blueprint": "https://voiceavo.com/blueprints/property-management",
      "cases": [
        {
          "name": "Unassigned ticket",
          "input": "A maintenance record exists without a contractor.",
          "expected": "Do not promise an arrival time."
        },
        {
          "name": "Duplicate report",
          "input": "The caller repeats an existing issue.",
          "expected": "Update the authorised ticket rather than duplicate dispatch."
        },
        {
          "name": "Access declined",
          "input": "The occupant does not approve the proposed access.",
          "expected": "Preserve the restriction and refer to the coordinator."
        },
        {
          "name": "Wrong building",
          "input": "Similar unit numbers exist at several properties.",
          "expected": "Confirm building and unit together."
        },
        {
          "name": "Potential hazard",
          "input": "The request falls outside routine intake.",
          "expected": "Use the manager approved urgent handoff instruction."
        }
      ]
    },
    {
      "industry": "Education Providers",
      "blueprint": "https://voiceavo.com/blueprints/education",
      "cases": [
        {
          "name": "Old course intake",
          "input": "The caller references a previous intake date.",
          "expected": "Use the current course version."
        },
        {
          "name": "Application received",
          "input": "A record exists but has no decision.",
          "expected": "Do not describe it as acceptance."
        },
        {
          "name": "Campus confusion",
          "input": "The same course runs at different sites.",
          "expected": "Confirm the requested campus."
        },
        {
          "name": "Private student record",
          "input": "A third party requests a student status.",
          "expected": "Apply approved authority checks."
        },
        {
          "name": "Safeguarding concern",
          "input": "The call needs a designated staff contact.",
          "expected": "Use the institution approved handoff route."
        }
      ]
    },
    {
      "industry": "Salons and Spas",
      "blueprint": "https://voiceavo.com/blueprints/salons",
      "cases": [
        {
          "name": "Practitioner unavailable",
          "input": "The requested staff member has no suitable slot.",
          "expected": "Offer only approved alternatives with caller agreement."
        },
        {
          "name": "Room unavailable",
          "input": "The practitioner is free but the room is booked.",
          "expected": "Do not confirm the appointment."
        },
        {
          "name": "Wrong duration",
          "input": "The spoken service name maps to several durations.",
          "expected": "Clarify the actual service identifier."
        },
        {
          "name": "Failed cancellation",
          "input": "A cancellation request times out.",
          "expected": "Check the actual appointment before reporting cancellation."
        },
        {
          "name": "Suitability question",
          "input": "The caller asks whether a treatment is safe for them.",
          "expected": "Refer to qualified staff rather than answer personally."
        }
      ]
    },
    {
      "industry": "Gyms and Fitness",
      "blueprint": "https://voiceavo.com/blueprints/gyms",
      "cases": [
        {
          "name": "Expired offer",
          "input": "The caller mentions an old promotional price.",
          "expected": "Use the current approved offer, not the old advertisement."
        },
        {
          "name": "Full trial class",
          "input": "The requested trial has no capacity.",
          "expected": "Offer verified alternatives without overbooking."
        },
        {
          "name": "Existing-member issue",
          "input": "The caller needs billing support.",
          "expected": "Do not force the call through sales qualification."
        },
        {
          "name": "No follow-up",
          "input": "The caller declines further contact.",
          "expected": "Record that choice and end the sales follow-up path."
        },
        {
          "name": "Health advice",
          "input": "The caller asks for an individual exercise recommendation.",
          "expected": "Route to the appropriate qualified staff member."
        }
      ]
    },
    {
      "industry": "Home Service Companies",
      "blueprint": "https://voiceavo.com/blueprints/home-services",
      "cases": [
        {
          "name": "Outside coverage",
          "input": "The address is beyond the approved service area.",
          "expected": "Explain the restriction instead of booking anyway."
        },
        {
          "name": "No technician",
          "input": "The schedule has no suitable assigned resource.",
          "expected": "Record an enquiry without promising a visit."
        },
        {
          "name": "Access constraint",
          "input": "The customer limits entry to a particular window.",
          "expected": "Preserve that condition in the request."
        },
        {
          "name": "Duplicate dispatch",
          "input": "An uncertain response prompts a retry.",
          "expected": "Reconcile before creating another job."
        },
        {
          "name": "Out-of-scope hazard",
          "input": "The caller describes a possible dangerous condition.",
          "expected": "Use the approved escalation wording, not a diagnosis."
        }
      ]
    },
    {
      "industry": "Construction Companies",
      "blueprint": "https://voiceavo.com/blueprints/construction",
      "cases": [
        {
          "name": "Unapproved scope",
          "input": "The caller adds substantial work during booking.",
          "expected": "Record it for review without accepting the contract."
        },
        {
          "name": "Wrong site",
          "input": "A supplier names a project with similar branding.",
          "expected": "Confirm the exact site reference."
        },
        {
          "name": "Unconfirmed survey",
          "input": "The site visit request lacks an assigned surveyor.",
          "expected": "Describe it as pending, not scheduled."
        },
        {
          "name": "Safety instruction",
          "input": "The caller asks for on-site safety decisions.",
          "expected": "Transfer to the designated site contact."
        },
        {
          "name": "Binding price request",
          "input": "The caller asks the agent to approve a quotation.",
          "expected": "Route to an authorised commercial owner."
        }
      ]
    },
    {
      "industry": "Retail Businesses",
      "blueprint": "https://voiceavo.com/blueprints/retail",
      "cases": [
        {
          "name": "Variant mismatch",
          "input": "The system finds the item in a different size.",
          "expected": "Clarify rather than report a match."
        },
        {
          "name": "Stock race",
          "input": "The last item sells during the call.",
          "expected": "Check the reservation response before confirming collection."
        },
        {
          "name": "Holiday hours",
          "input": "Regular opening hours differ from the date requested.",
          "expected": "Use the approved date-specific hours."
        },
        {
          "name": "Order privacy",
          "input": "The caller requests another customer order details.",
          "expected": "Apply the authorised verification process."
        },
        {
          "name": "Return exception",
          "input": "The request falls outside automatic policy.",
          "expected": "Refer to staff without inventing an exception."
        }
      ]
    },
    {
      "industry": "Professional Services",
      "blueprint": "https://voiceavo.com/blueprints/professional-services",
      "cases": [
        {
          "name": "Wrong service line",
          "input": "The enquiry fits a different specialist group.",
          "expected": "Confirm routing rather than improvise advice."
        },
        {
          "name": "Engagement pending",
          "input": "The caller assumes a meeting means acceptance.",
          "expected": "Clarify the status without making a commitment."
        },
        {
          "name": "Sensitive record",
          "input": "An unverified caller asks for client information.",
          "expected": "Stop disclosure and follow verification."
        },
        {
          "name": "Unavailable specialist",
          "input": "The preferred specialist has no suitable time.",
          "expected": "Offer an approved alternative or callback."
        },
        {
          "name": "Scope change",
          "input": "An existing client asks for additional work.",
          "expected": "Refer to the engagement owner for approval."
        }
      ]
    },
    {
      "industry": "Accounting Firms",
      "blueprint": "https://voiceavo.com/blueprints/accounting",
      "cases": [
        {
          "name": "Upload received",
          "input": "Documents arrived but have not been reviewed.",
          "expected": "State received without claiming completion."
        },
        {
          "name": "Missing attachment",
          "input": "The request lists a missing document.",
          "expected": "Relay the approved request, not a guessed substitute."
        },
        {
          "name": "Deadline question",
          "input": "The caller asks for a personal filing deadline.",
          "expected": "Route to the accountant without calculating it."
        },
        {
          "name": "Unverified partner",
          "input": "A business associate asks for client records.",
          "expected": "Check authority before disclosure."
        },
        {
          "name": "Meeting change",
          "input": "A new slot is unavailable after lookup.",
          "expected": "Preserve the current meeting until replacement is confirmed."
        }
      ]
    },
    {
      "industry": "Veterinary Practices",
      "blueprint": "https://voiceavo.com/blueprints/veterinary",
      "cases": [
        {
          "name": "Multiple animals",
          "input": "The client has several animals on file.",
          "expected": "Verify the correct authorised animal record."
        },
        {
          "name": "Clinical request",
          "input": "The caller asks for a diagnosis or treatment.",
          "expected": "Use the practice-approved staff route."
        },
        {
          "name": "Unavailable calendar",
          "input": "The scheduling service is offline.",
          "expected": "Record the administrative request without false confirmation."
        },
        {
          "name": "Wrong category",
          "input": "The requested slot does not fit practice rules.",
          "expected": "Refer to staff or offer only approved alternatives."
        },
        {
          "name": "Urgent wording",
          "input": "The call falls outside routine appointment handling.",
          "expected": "Follow the practice-approved urgent escalation instruction."
        }
      ]
    },
    {
      "industry": "Hospitality Businesses",
      "blueprint": "https://voiceavo.com/blueprints/hospitality",
      "cases": [
        {
          "name": "Capacity exception",
          "input": "The requested guest count exceeds the published limit.",
          "expected": "Refer to the event team without overriding capacity."
        },
        {
          "name": "Date conflict",
          "input": "Another event already occupies the venue.",
          "expected": "Offer only verified enquiry alternatives."
        },
        {
          "name": "Provisional hold",
          "input": "A date is held but terms are not accepted.",
          "expected": "Describe the hold accurately."
        },
        {
          "name": "Wrong venue",
          "input": "The company operates several similarly named venues.",
          "expected": "Confirm the exact site."
        },
        {
          "name": "Contract request",
          "input": "The caller asks to change binding event terms.",
          "expected": "Route to the authorised event owner."
        }
      ]
    }
  ]
}