GECX demo script: Comprehensive turn-by-turn guide¶
This guide provides a copy-paste ready, turn-by-turn script for demonstrating all use cases supported by the Cymbal Support Agent (GECX Virtual Agent) and the Live Agent Voice Escalation with Agent Assist (AI Coach).
Prerequisites¶
- Open the Client Portal: Open the live web portal URL in your browser:
https://cymbal-bff-web-[hash]-uc.a.run.app/loopback(Replace[hash]with your actual deployed service hash). - Locate the Chat Widget: Look for the floating Cymbal Support chat bubble in the bottom-right corner of the page.
Demo scenario 1: Virtual agent chat and authentication¶
Demonstrate how the virtual agent handles security authentication before accessing account details.
Action: Click the Cymbal Support chat bubble to start.
| Speaker / Role | Copy-Paste Input / Expected Response | Notes / Actions |
|---|---|---|
| User | Hello |
Initiates the chat conversation. |
| Agent | Greetings & request for username/password. | The virtual agent introduces itself. |
| User | test, 123 |
Submits mock credentials (username: test, password: 123). |
| Agent | "Thank you, you've been successfully authenticated. Do you want to create a new service ticket or check an existing one?" |
Authentication succeeds. |
Demo scenario 2: Ticket status check (BigQuery data dip)¶
Demonstrate how the agent queries the backend database to check an existing ticket status.
| Speaker / Role | Copy-Paste Input / Expected Response | Notes / Actions |
|---|---|---|
| User | I want to check an existing ticket. |
Requests ticket status check. |
| Agent | Request for a brief summary of the issue. | The agent prompts for ticket context. |
| User | It's about a settlement issue. |
Provides the search keyword. |
| Agent | "I found an open ticket, ID TICKET789, for a settlement issue. It is currently assigned to John Doe. Is there anything else I can help you with?" |
Agent queries BigQuery and returns results. |
Demo scenario 3: Create new support ticket (mock database entry)¶
Demonstrate how the virtual agent guides the user through gathering details and creating a new service ticket.
| Speaker / Role | Copy-Paste Input / Expected Response | Notes / Actions |
|---|---|---|
| User | I want to create a new ticket. |
Requests new ticket creation. |
| Agent | Asks for a detailed description of the service request and the settlement status. | Gathers issue details. |
| User | The settlement for transaction ABC is stuck in pending status. |
Provides description. |
| Agent | Asks if the user has an image to provide (e.g. screenshot). | Gathers optional attachment. |
| User | No image. |
Declines image upload. |
| Agent | Summarizes details, assigns a team (Settlement Operations), and asks for confirmation. | Agent triggers sentiment analysis and auto-assignment. |
| User | Yes, please create the ticket. |
Confirms ticket creation. |
| Agent | Provides a newly generated Ticket ID (e.g. CSST-XXXX) and confirms success. |
The ticket is created in the mock DB. |
Demo scenario 4: Compliance trigger (silent human handoff)¶
Demonstrate how the agent detects compliance-sensitive queries and triggers an immediate, silent transfer to a human specialist.
| Speaker / Role | Copy-Paste Input / Expected Response | Notes / Actions |
|---|---|---|
| User | Why is my custody asset blocked and under administrative review? |
Triggers compliance policy. |
| Agent | "Let me loop in a Senior Settlement Specialist to pull up those exact transaction records for you." |
Agent detects high-risk intent, says the mask phrase, and silently calls end_session. |
| System | The GECX chat bubble closes. The "Voice Escalation Ready" card appears. | Handoff is silently triggered in the background. |
Demo scenario 5: Manual voice escalation and agent assist (AI coach)¶
Demonstrate seamless transition from virtual chat to a WebRTC voice call with a human specialist, featuring real-time AI suggestions.
| Speaker / Role | Copy-Paste Input / Expected Response / System Action | Notes / Actions |
|---|---|---|
| User | Please transfer me to a human. |
Requests manual escalation. |
| Agent | "I am transferring you to a live agent now. Please hold." |
GECX chat bubble automatically closes. |
| System | A "Voice Escalation Ready" card appears on the web page. | Chat handoff complete. |
| User (Action) | Click the "Dial Voice Line" button on the card. | Connects WebRTC voice channel. Allow microphone access if prompted. |
| User (Action) | Click the "[Demo] Open Agent Workstation ↗" link. | Opens the human agent interface in a new tab. |
| User / Agent | Speak into your microphone. | Simulate conversation. Real-time transcription starts. |
| Agent Assist | Live "Cymbal Demo" AI Coach suggestions appear in the right-hand panel. | Watch the panel update dynamically based on speech cues. |
Demo scenario 6: Ticket resolution¶
Demonstrate how the human agent resolves the ticket in the CRM.
| Speaker / Role | Action / Expected Result | Notes |
|---|---|---|
| Agent (Action) | In the Agent Workstation tab, enter a resolution summary (e.g. Settlement resolved by correcting SSI instructions). |
Preparing to close the ticket. |
| Agent (Action) | Click "Resolve". | Commits resolution. |
| System | The call disconnects, and the session is cleared. | The demo flow is completed successfully. |