# GSS customer-support IVR flow

Proposed generic flow, researched on 12 October 2026. Scope: life-sciences instrument support. This preserves the visual diagram from the chat. It is not Thermo Fisher's published internal IVR.

## Visual flow

```mermaid
flowchart LR
  A(["Incoming call"]) --> B["Welcome; choose language<br/>Confirm service country if needed"]
  B --> C["Priority-contract notice:<br/>use the number in your contract"]
  C --> M{"Main menu<br/>PROPOSED GSS IVR"}
  M -->|"1"| R1["Instrument fault or repair<br/>Hardware service"]
  M -->|"2"| R2["Application or software help<br/>Product technical specialist"]
  M -->|"3"| R3["Planned services<br/>Maintenance, installation,<br/>qualification or training"]
  M -->|"4"| R4["Existing case or service visit<br/>Case owner or service coordination"]
  M -->|"5"| R5["Service plan, quote or renewal<br/>Service sales"]
  M -->|"6"| R6["Order, delivery or invoice<br/>Customer Service handoff"]
  M -->|"0 / repeated invalid input"| R0["Other request<br/>General support triage"]
  R1 --> I
  R2 --> I
  R3 --> I
  R4 --> I
  R5 --> I
  R6 --> I
  R0 --> I
  I["Collect relevant details<br/>Product, optional case number,<br/>contact and site; agent fallback"] --> RT["Select destination by<br/>intent + product + country + language"]
  RT --> H{"Destination open?"}
  H -->|"Yes"| Q["Queue for selected team"]
  Q --> V{"Agent available?"}
  V -->|"Yes"| AG(["Agent handoff<br/>Pass collected context"])
  V -->|"Long wait / overflow"| CB["Offer callback if enabled<br/>or regional online support"]
  H -->|"No"| AH["Play local opening hours<br/>Priority callers: contract number"]
  AH --> CB
  CB --> CF(["Confirm request or referral<br/>End call"])

```

## Machine-readable companion

See [ivr-flow.json](ivr-flow.json). Every visual node and edge has a corresponding graph record. The chatbot will adapt the incoming-call, queue, and end-call nodes to a text session.

## Main-menu routing

| Key | Intent | Proposed destination |
|---|---|---|
| 1 | Instrument fault or repair | Hardware service |
| 2 | Application or software help | Product technical specialist |
| 3 | Maintenance, installation, qualification or training | Service scheduling / training coordination |
| 4 | Existing case or visit | Case owner / service coordination |
| 5 | Service plan, quote or renewal | Service sales |
| 6 | Order, delivery or invoice | Customer Service |
| 0 | Other / uncertain request | General support triage |

## Rules

- Infer country only from an explicit site record; confirm it with the caller.
- Request only fields relevant to the selected intent; unknown identifiers must not block support.
- Confirm instrument model and site after a lookup. A serial number alone is not identity verification.
- Check regional opening hours after the destination is selected.
- Offer callbacks only when supported. Do not imply universal 24/7 service.
- Pass session context to the agent; do not promise a repair or response time without configured terms.
- Priority customers use their contract's dedicated number; never invent or publish that number.

## Public-source evidence

- [Services and Support for Life Sciences Instruments](https://www.thermofisher.com/us/en/home/products-and-services/services/services-support-life-sciences-instruments.html)
- [Global support contact instructions](https://docs.thermofisher.com/r/FreeStyle-User-guide-1.8-SP3-QF1/enGUID-4EDDEF80-1031-412E-AA58-BB54098B2386)
- [Digital Services and Support Ecosystem](https://www.thermofisher.com/us/en/home/products-and-services/services/services-support-life-sciences-instruments/digital-service-innovations.html)

Public pages establish support categories and contact principles. The menu arrangement, graph transitions and planned chatbot behavior are design recommendations.