Case 1

Name Categorised selection of items
Description A customer asks the chatbot a certain article by specifying the category (dress, shirt, shoe, boot…), brand, size, colour and/or price. The bot should respond by providing the list of items matching the keywords of the query.
Primary Actor Website User
Secondary Actor Web System
Main flow
 1. The customer asks the chatbot a query
2. If the query has an answer, chatbot provides the list of items,
3. Otherwise, an error message is displayed

Case 2

Name Price bracket
Description A customer asks the chatbot a certain article by specifying the price bracket. in parallel, the customer can specify the characteristics of the items that match the price bracket.
Primary Actor Website User
Secondary Actor Web System
Main flow
 1. The customer asks the chatbot
2. If the query has an answer, chatbot provides the list of items,
3. If the price bracket is illogical, or if the query is not properly stated, an error message is displayed

Case 3

Name Customer service redirection
Description The chatbot should be able to redirect the customer towards the customer care service if it cannot answer the question, or if the query is null, or if the customer asks for a fashion advisor
Primary Actor Website User
Secondary Actor Web System
Main flow
 1. The customer asks the chatbot, but it cannot answer
2. The chatbot provides information on how to contact customer service

Case 4

Name FAQ connection
Description The chatbot should be able to answer general questions based on the FAQ section
Primary Actor Website User
Secondary Actor Web System
Main flow
 1. The customer asks a general question about the website
2. If the question is already stated in the FAQ, the chatbot could either answer the query by quoting the FAQ section of the website

Case 5

Name Links to products and FAQ information
Description The chatbot should be able to redirect the client to sections of the website (clothing, designers, what’s new, gifts…)
Primary Actor Website User
Secondary Actor Web System
Main flow
 1. Links are provided, where available, in responses to a customer query
2. Customer has the option to go to the desired section

Case 6

Name Language Change
Description If the question is asked in another language than the default language, the chatbot should propose to change the language of the website.
Primary Actor Website User
Secondary Actor Web System
Main flow
 1. The customer asks a question.
2. If the language is not recognised the chatbot proposes to change the language of the website.

Case 7

Name Usage Advice
Description If the question asked is not answerable, not related to the website, or if the question doesn’t mean anything, the chatbot should advise some other questions.
Primary Actor Website User
Secondary Actor Web System
Main flow
 1. The customer asks a question to the chatbot
2. The chatbot answers by explaining the problem and proposes default questions in order to indicate the user how to use the chatbot.