From 08a292ba7f42d2eaac98fdd05f856d843c3f77d5 Mon Sep 17 00:00:00 2001
From: Jeff Whelpley <jeffwhelpley@gmail.com>
Date: Wed, 5 Nov 2025 12:06:06 -0500
Subject: [PATCH] Adding initial customer service use case details

---
 use_case.html | 25 ++++++++++++++++++++++++-
 1 file changed, 24 insertions(+), 1 deletion(-)

diff --git a/use_case.html b/use_case.html
index 2008d38..1f74808 100644
--- a/use_case.html
+++ b/use_case.html
@@ -141,7 +141,30 @@ <h2>Use Cases</h2>
       
       <section id="customer-service-collaboration">
         <h3>Customer Service Collaboration</h3>
-        <p class="ednote">TODO: This section needs further development and refinement.</p>
+
+        <p><strong>Scenario Overview:</strong> A customer's flight with "ServiceAir" is delayed, and they wish to reschedule.</p>
+
+        <p><strong>Step 1 - Requirements Gathering:</strong> The customer's Personal Agent gathers the necessary information, including details of the existing reservation and the parameters for the rescheduled flight (e.g., desired time windows, acceptable layovers, cabin class).</p>
+
+        <p><strong>Step 2 - Authentication and Flight Lookup:</strong> The Personal Agent discovers the official ServiceAir Agent and uses the customer's identity credentials to authenticate. The Personal Agent provides the current booking details, which the ServiceAir Agent validates, confirming the reservation.</p>
+
+        <p><strong>Step 3 - Rescheduling Collaboration:</strong> The Personal Agent requests to reschedule the flight, providing the parameters gathered in Step 1. The ServiceAir Agent searches for available options and presents a structured list of potential flights to the Personal Agent. The Personal Agent can then either:
+          <ul>
+            <li>Autonomously select the best option based on the customer's pre-configured preferences (e.g., "lowest price" or "shortest travel time") and proceed to booking.</li>
+            <li>Present the curated options to the customer for a final decision (i.e., human-in-the-loop).</li>
+          </ul>
+        </p>
+
+        <p><strong>Step 4 - Rebooking Transaction:</strong> Once an option is selected (either autonomously or by the human-in-the-loop), the Personal Agent confirms the choice with the ServiceAir Agent. The ServiceAir Agent then initiates and completes the rebooking transaction, handling any associated payments or credits. The Personal Agent receives a final confirmation and reports the outcome to the customer.</p>
+
+        <p><strong>Collaboration Value:</strong> In this process, the Personal Agent acts as the customer's digital representative, and the ServiceAir Agent acts as the company's representative. This agent-to-agent collaboration, enabled by standardized protocols, creates significant efficiencies for both parties. The customer avoids hold times and complex web interfaces, while the company automates a high-volume service interaction, reducing operational costs and freeing up human agents for more complex issues.</p>
+
+        <p><strong>Requirements:</strong> <a href="#agent-identity-authentication">Agent Identity
+            Authentication</a>, <a href="#agent-discovery">Agent Discovery</a>, <a
+            href="#agent-interaction">Agent Information Interaction</a>, <a href="#agent-transactions">Agent
+            Transactions</a>, <a href="#privacy-protection">Privacy Protection</a>, <a
+            href="#identity-interoperability">Identity Interoperability</a></p>
+
       </section>
 
       <section id="hotel-booking">