Use Cases for Dialogs

As an agent I want to use guided dialogs, so that I can quickly and reproducibly solve recurring problems.

As an agent I want to select different courses for a dialog, so that I can act on the details  described by customers and find fitting solutions for the posed problems.

As an agent I want to use dialogs, so that I can solve customer problems that I personally do not know the answer to.

As an editor I want to define dialogs, so that I can ensure that all the relevant information is captured in a customer dialog.

As an editor I want to define dialogs, so that I can ensure that every agent processes a customer inquiry the same way.