Creating an Agent for an Agentic Messaging Interface

3 Tasks

20 mins

Pega Customer Service '26

Visible to: All users Applies to: Pega Customer Service '26

Beginner

English

Scenario

U+ Bank wants to empower its customers to self-serve common requests without waiting for a live customer service representative. To support this goal, the bank has decided to deploy an AI-powered Self-Service Agent in an Agentic Messaging channel. The Agent will guide customers through the end-to-end process of submitting and resolving fee-related inquiries and fee waiver requests without human intervention.

Your task is to create the initial Self-Service Agent in Infinity Studio so that it can interact with customers, access relevant customer data, and submit fee-related requests automatically.

The following table provides the credentials you need to complete the challenge:

Role	User name	Password
CS Developer	CSDeveloper	password123!
Customer	Emily	rules

Your assignment consists of the following tasks:

Task 1: Create an AI Agent

On the Generative AI landing page, create a new Agent Rule named Self-Service Agent.

Task 2: Create an Agentic Messaging channel

Create a new Agentic Messaging channel interface to respond to service requests received from the U+ Bank website.

Task 3: Connect to U+ Bank

Install your Web Messaging widget for your U+ Bank application by providing the installation URL.

Task 4: Confirm your work

On the U+ Bank website, confirm that the chat widget is available.

 

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

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

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Challenge Walkthrough

Detailed Tasks

1 Create an AI Agent

1. Click the Launch Pega Infinity™ bookmark, and then log in as Customer Service Developer:
   1. In the User name field, enter CSDeveloper.
   2. In the Password field, enter password123!.
2. In the header of Infinity Studio, click Create.
   
3. Click Generative AI, and then click Agent to begin creating the Self-Service Agent.
4. In the Agent Record Configuration section, in the Label field, enter Self-Service Agent.
5. In the Scope section, select Application.
6. In the Context section, complete the details:
   1. Select U+Bank.
   2. In the Apply to (class) field, ensure that PegaCS-UIPages is displayed.
   3. In the Add to ruleset list, select NSUplusDev 01-01-01.
7. Click Create and open to save the changes.
8. Click the Settings tab.
9. In the AI Model section, ensure that the Pega-Default-Smart AI model for the Agent is the default selection.
10. Click the History tab, and then in the Description field, enter The purpose of this agent is to assist customers in managing their fee inquiries. It can answer questions about fees, investigate potential fee discrepancies, and initiate fee waivers or adjustment requests on behalf of the customer.
11. Click Save to save the Self-Service Agent.

2 Create an Agentic Messaging channel

1. In the navigation pane of Infinity Studio, click Channels.
   
2. Click the Channels Landing Page icon.
   
3. In the Create new channel section, click Agentic Messaging to create a channel interface.
4. On the Overview tab, in the Channel name field, enter a channel interface name.
   For example, U+ Banking Agentic Messaging.
5. In the Channel description field, enter a meaningful description for the channel.
   For example, Agentic messaging channel for retail banking.
6. In the Agent settings section, in the Agent list, select Self-Service Agent, which assists customers with their fee inquiries.
   
7. On the Configurations tab, in the Connections section, in the Template operator field, enter CSDeveloper.
   Note: The system populates the Base URL. Ensure that the Base URL is the same as your current enablement instance URL.

8. Click Save.
   After you save the details, the Manage connections button is displayed.

3 Connect to U+ Bank

1. Click Manage connections to add a Web Messaging connection.
2. In the Digital Messaging Manager window, click Add connection.
3. Click Web Messaging to install a chat widget on the U+ Bank website.
4. On the New Web Messaging landing page, on the General tab, enter the following details:
   1. In the Name field, enter Retail bank.
   2. In the Chat heading field, enter Let's chat
5. Click Save to create a connection between Retail bank and Web Messaging.
6. On the Installation tab, copy the URL (from the src param). Then, open Notepad and paste the URL.
   
   Note: You can paste the URL into each web page where you want to display the Web Messaging widget.

7. Click the Security tab, and then click Show JWT Secret.

   Copy the displayed value and keep it handy.

   

8. Close the Digital Messaging Manager window.​​​​​​​

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Available in the following mission:

• PW26: Building Enterprise Grade Agentic Self Service Solutions v1