Use cases by vertical

What the agent does in practice.

Every industry has its own script. Here you'll see exactly what the agent says, what it detects, and what action it takes in the most common scenarios.

Collections

Payment reminder with negotiation

A credit company needs to contact 2,000 debtors this week. The human team can handle 200 calls per day.

hellou"Good morning, am I speaking with Carlos Mendez?"

Carlos"Yes, this is him. Who's calling?"

hellou"I'm calling from EasyCredit. You have a balance of $420 due today."

Carlos"I don't have the full amount right now."

hellou"Understood. Could you pay $200 today and the rest on Friday? I'll send you the payment link."

Identifies the debtor

Confirms name, amount and due date before discussing the balance.

Delivers the payment message

States the amount and deadline in a professional tone, never aggressive.

Negotiates a payment plan

Offers partial payment within the authorized range. Records the commitment.

Sends payment link by SMS

Closes the call and fires the message to the debtor's number.

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Escalates disputes to human collector

Detects total refusals or legal terms and transfers with the full conversation history.

Outbound Voice SMS + WhatsApp LATAM Numbers Human Escalation

Logistics

Night shift coverage and delivery confirmation

A cross-border freight company receives calls from drivers at 2am. No operator is available.

Driver"I need the status on shipment MX-4821."

hellou"Shipment MX-4821 is in transit. Estimated arrival tomorrow at 2pm in Mexico City."

Driver"Can I confirm pickup for 10am?"

hellou"Confirmed for tomorrow at 10am. I'll send you an SMS notification."

Answers 24/7 in Spanish and English

Detects the language in the first few seconds and responds accordingly.

Looks up shipment status

Asks for the tracking number, queries the system and delivers the current status.

Confirms or schedules delivery

If there's a pending window, confirms availability and registers it in the calendar.

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Alerts urgent incidents

Accident or damaged cargo triggers an immediate WhatsApp alert to the supervisor.

Bilingual 24/7 Systems Lookup Scheduling WhatsApp Alerts

Healthcare

Appointment reminders and no-show reduction

A clinic in Miami loses 30% of appointments to no-shows. The receptionist calls manually but can't confirm all of them.

hellou"Hi Maria, just a reminder about your appointment tomorrow at 10am with Dr. Perez."

Maria"Oh, I won't be able to make it tomorrow."

hellou"No problem. Does Thursday at 3pm work for you?"

Maria"Yes, that works."

hellou"Done, rescheduled for Thursday. I'll send you a confirmation by SMS."

Calls 48h and 24h in advance

Reminds about date, time, doctor and address. Asks for confirmation or reschedule.

Reschedules in the same flow

Offers real-time availability and confirms the new date without hanging up.

Sends SMS confirmation

Bilingual message with date, time and Google Maps link to the clinic.

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Escalates urgent symptoms

If the patient mentions severe pain, transfers immediately to reception.

HIPAA-compliant Bilingual Rescheduling SMS Confirmation

Real Estate

Lead qualification and showing scheduling

A real estate agent receives 50 leads per week. 80% never get fast follow-up — and they go cold within hours.

hellou"Hi Diego, I saw you were interested in the apartment in Brickell. Do you have a minute?"

Diego"Sure, go ahead."

hellou"What's your budget and when do you need it by?"

Diego"Around $300k, by March."

hellou"Great. I'll schedule a showing with our specialist for Saturday at 11am."

Contacts the lead within 3 minutes

As soon as the form comes in, calls or texts via WhatsApp about the property of interest.

Qualifies budget and urgency

Asks price range, area and timeline. Classifies as: hot, warm, cold.

Schedules showings for hot leads

Offers agent availability slots and confirms the appointment in the calendar.

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Transfers with summary to human agent

Budget, area, urgency and conversation notes all passed along.

Response <3 min Auto Qualification CRM Sync Real-time Scheduling

Education

Admissions without overwhelming the team

An institute receives 500 inquiries during enrollment week. The admissions team has capacity for 80.

Student"Hi, what are the requirements for the master's program?"

hellou"A bachelor's degree, a motivation letter and two reference letters. Deadline: January 15th."

Student"Do you offer scholarships?"

hellou"Yes, up to 50% off for merit-based applicants. Shall I schedule a meeting with admissions?"

Answers FAQs instantly

Requirements, tuition, dates and scholarships — no wait, 24/7.

Detects enrollment intent

When the prospect shows clear interest, activates the enrollment flow.

Schedules academic advisor session

For cases requiring personalized guidance, books directly on the advisor's calendar.

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Escalates special cases

Credit transfers, visas or international scholarships go to the specialized team.

Automated FAQ Intent Detection Scheduling Seasonal Volume

Travel

Peak season coverage and flight changes

A travel agency has 40-minute wait times during peak season. Customers call for repetitive changes and confirmations.

Customer"Can I change my flight from December 12 to December 15?"

hellou"With your fare, availability on the 15th looks good. The change fee is $45."

Customer"Okay, go ahead."

hellou"Change confirmed for December 15. I'll resend your updated itinerary by email."

Handles inquiries instantly

Flight status, documents, baggage and cancellation policies.

Processes simple changes

Date or passenger within fare parameters — no human intervention needed.

Covers multiple time zones

Responds in Spanish and English for customers in LATAM and the US.

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Escalates complex itineraries

Group travel, emergencies or claims go to a specialized agent.

Multi-timezone Bilingual Automated Changes Peak Demand

The agent knows when to stop

There's always a human behind it.

The agent handles 80% — the routine stuff. For the 20% that needs human judgment, it escalates with the full conversation history.

The agent handles

Frequently asked questions
Confirmations and reminders
Collections with payment plans
Lead qualification
Appointment scheduling

The human receives

Formal disputes or complaints
Out-of-range negotiations
Medical emergencies
Decisions requiring judgment
VIP clients or large contracts

Your vertical not listed here?

Tell us your industry and problem. We'll map out the flow on the meeting.

WhatsApp AI Agent

AI + human handoff

Integrations

Hellou Connect

Freight & Logistics

Medical Practices