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Configuring a knowledge article suggestion

5 Tasks

5 mins

 Visible to: All users
Beginner Pega Customer Service '24.2 User Experience Constellation English

Scenario

Customers of U+ Bank initiate a chat session with a live CSR and state that they want to know about the credit card benefits. The expected outcome is that Messaging AI analyzes the conversation, and then suggests the Pros and cons of credit cards article to the CSR.

Use the following credentials to log in to the exercise system:

Role User name Password
CS Administrator CSAppAdmin password123!
Customer Service Representative CSR password123!

Your assignment consists of the following tasks:

Task 1: Add the knowledge article

On the Configuration tab of your Pega Digital Messaging interface, in the Suggested knowledge articles section, add the knowledge article.

Task 2: Edit topics

In the Text Analyzer section of the Behavior tab, enter words that can trigger the article.

Task 3: Make a CSR available

Log in to the Interaction Portal as a CSR, and then make the CSR available to service customer requests.

Task 4: Initiate a chat with a CSR

Log in to the U+ Bank website, and then initiate a live chat with a CSR.

Task 5: Confirm your work

On the Interaction Portal, confirm that the Messaging AI analyzes the conversation, and then suggests the Pros and cons of credit cards article to the CSR.

 

You must initiate your own Pega instance to complete this Challenge.

Initialization may take up to 5 minutes so please be patient.

Challenge Walkthrough

Detailed Tasks

1 Before you begin

If you requested a new Pega instance, ensure that you complete the Creating a Digital Messaging interface challenge before you continue to the next task.

2 Add the knowledge article

  1. In the Pega instance for the challenge, click Launch Pega Infinity to log in to App Studio as a Customer Service Administrator:
    1. In the User name field, enter CSAppAdmin.
    2. In the Password field, enter password123!.
  2. In the navigation pane of App Studio, click Control Panel.
  3. Click the Engagement Channels tile, then expand Messaging section.
  4. To the right of Messaging Channel, click Continue to open the Retail bank Digital Messaging interface.
  5. On the Configuration tab of the Digital Messaging interface, in the Suggested knowledge section, click Add suggested knowledge.
  6. In the Topic list, enter Credit card.
  7. Click the Knowledge Management tab, and then select the Suggest specific content as a Suggested action checkbox.
  8. In the Search field, enter Pros and cons of credit cards, and then press the Enter key to get the article.
  9. Select the Pros and cons of credit cards article.
  10. Click Submit to add the knowledge article.
    knowledge article suggestion

3 Edit topics

  1. Click the Behavior tab to enter words that can trigger the knowledge article.
  2. In the Text Analyzer section, click Edit topics.
  3. Search for the Credit card topic, and then in the Approximate match section, enter words, such as Pros,cons,benefits,advantages,disadvantages.
  4. Click Submit to save the changes.
  5. In the upper-right corner, click Save to save your updates.
  6. In the lower-left corner, click the user icon, and then select Log off to log out of App Studio.

4 Make a CSR available

  1. Log in to the Interaction Portal:
    1. In the User name field, enter CSR.
    2. In the Password, enter password123!.
  2. In the navigation pane of the Interaction Portal, click the Chat icon to make the CSR available.
  3. In the Messaging settings, enter the following details:
    1. In the Chat alias field, enter Bob as the name of the agent.
    2. In the Joined queues section, select all the listed queues.
    3. In the Status list, select Available to make the agent available.
    4. Click Submit.
       

5 Initiate a chat with a CSR

  1. In the Pega instance for the challenge, click Application Switcher > U+ Bank, and then log in to the U+ Bank portal as John.
  2. Click the Chat icon to initiate the conversation with an agent.
  3. In the chat composition area, enter Connect with agent.
    The chatbot displays the queue selections.
  4. Select I have a general question, and then initiate a chat with a live CSR.
    connect with agent
  5. Accept the call.

Confirm your work

  1. Confirm that the Messaging AI analyzes the conversation, and then suggests the Pros and cons of credit cards article to the CSR by using the following conversation:

    CSR: Thank you for contacting U+ Bank. Can you please provide your full name and Email ID?

    Customer: Sure. My name is John Brown, and the Email ID is [email protected].

  2. The CSR selects the Customer information option, and then uses Search by list to get the Email ID and identifies the name associated with it.
    Search for customer
  3. After finding the customer record with the given details, the CSR selects the record, and then clicks Submit.
    Note: After you click Submit, you will be prompted to ask the customer a set a verification questions. Select Pass on all questions, then click Submit.
  4. The conversation continues:

    CSR: How can I help you today, Mr. Brown?

    John Brown: Hi, I would like to know about the pros and cons of having a credit card.

    CSR: Sure. Let me help you with that.

    Knowledge suggestion

    Messaging AI detects the context, and then suggests the Pros and cons of credit cards article in the Suggested actions section of the Interaction Portal.

Available in the following mission:

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