Core Capabilities
1. Customer Authentication
Purpose: Validate the customer’s identity and establish a secure session required for all downstream change‑order operations.
Supported actions:
- Authenticate via passcode or last 4 digits of SSN, paired with billing account number and current service address ID.
- Enforce authentication as a mandatory gate (no change‑order actions without verified identity).
- Maintain a secured session context for downstream change‑order steps.
2. Customer Search (Account Profile Retrieval)
Purpose: Retrieve the authenticated customer’s account profile and context needed to drive plan/change eligibility and ordering.
Supported actions:
- Retrieve full account profile (associated individuals, billing account details, service type, account status, current service address).
- Support Fiber-specific retrieval using
serviceType: FIBER. - Return billing account number, account state, and service address context required for current plan lookup, offer eligibility, and cart creation.
3. Address Validation
Purpose: Verify and normalize customer addresses to prevent downstream ordering, billing, and fulfillment errors.
Supported actions:
- Validate and standardize addresses against AT&T and USPS standards.
- Support PPU, billing, and shipping address types.
- Support change flows where an alternate fulfillment/shipping address is needed (e.g., equipment delivery for an add‑on).
4. Service Qualification
Purpose: Confirm the customer’s current service address remains eligible for Fiber and return available offers for that location.
Supported actions:
- Re‑qualify the existing service address prior to plan changes.
- Return qualification status and available offer identifiers used for product/offer discovery.
- Enforce a hard stop if the address no longer qualifies for Fiber service.
5. Products & Offers Discovery
Purpose: Retrieve eligible base plans, add‑ons, and promotions available for a change order.
Supported actions:
- Retrieve change‑scoped offers using the customer’s billing account number.
- Return base plan options (e.g.,
BBOffers) to support upgrade/downgrade scenarios. - Surface incompatibilities/conflicts between base plans and add‑ons (e.g., CRP conflicting offers).
- Support hyper‑local pricing based on the customer’s service location.
- Include eligible promotions and reward cards based on channel and customer profile.
6. Shopping Cart
Purpose: Build and manage a draft change order as structured cart line items representing plan and add‑on modifications.
Supported actions:
- Support “replace offer to” actions for plan upgrades/downgrades (Change Rate Plan).
- Support “add” actions for new add‑ons (e.g., HomeTech Protection, All‑Fi Pro, coverage plans, equipment).
- Support combining a plan change with multiple add‑ons in a single cart.
- Support iterative cart updates: add items, delete specific items, delete all items.
- Recalculate pricing and validate compatibility after each cart update.
7. Checkout Configuration
Purpose: Determine installation/fulfillment options and present the contract terms required prior to submission.
Supported actions:
- Retrieve available fulfillment options and technician appointment windows when required by the plan change or add‑on.
- Present required terms and conditions keys for acceptance (e.g.,
MRC_GEN,ABP). - Support alternate fulfillment/shipping address scenarios when equipment shipping differs from the service address.
8. Credit Check & Risk Decisioning
Purpose: Perform real‑time credit/risk assessment in the context of the change order and enforce required outcomes.
Supported actions:
- Return risk classification (e.g., LOW/HIGH) with recommended next steps.
- Enforce hard stops for Fraud Risk or Abusive Risk outcomes.
- Support Analyst Review resolution via call center and allow re-check after resolution.
- Support additional identity verification inputs when required (e.g., SSN, previous address).
- Support knowledge‑based authentication (Q&A) as a secondary verification step.
9. Payments
Purpose: Register and securely tokenize the payment method used for the change order and future billing (as applicable).
Supported actions:
- Tokenize credit card, debit card, or bank account payment methods.
- Associate tokenized payment method(s) with the cart ID.
- Save payment profiles for future reuse (when permitted).
- Support validation (e.g., zero‑amount check) and authorization (charge amount check) as separate operations.
- Capture consent for terms and conditions related to stored payment methods.
10. Express Submit Order
Purpose: Submit the completed change order to fulfillment systems and return confirmation details.
Supported actions:
- Submit using cart ID, tokenized payment method(s), enrollment preferences (autopay/paperless), accepted terms keys (e.g.,
MRC_GEN,ABP), and selected installation appointment. - Return order confirmation artifacts (customer order ID, order state, submission date, order summary access token).
- Acknowledge successful submission and transition the change order into the fulfillment pipeline for provisioning.