PW25 - Enhancing a Pega GenAI Coach

3 Tasks

5 mins

Pega Platform '25

Visible to: All users Applies to: Pega Platform '25

Beginner

English

Scenario

U+Bank wants to extend their Customer Complaint coach to utilize pulse feeds and a Pega Knowledge Buddy. This will allow them to give better guidance to the representatives.

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

Role	User name	Password
Coach Administrator	CoachAdministrator	rules

Your assignment consists of the following tasks:

Task 1: Add knowledge sources

In Dev Studio, add knowledge sources that references the pulse summary, data and history of cases.

Task 2: Update the application settings

In Dev Studio, updated the two application settings needed by the Customer Complaint Coach.

Task 3: Add a Pega Knowledge Buddy data source

In Dev Studio, add a Pega Knowledge Buddy data source.

 

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 Add knowledge sources

1. In the Work Portal, open your Customer Complaint case.
2. Click on the Pulse tab.
3. In the Pulse field, enter the following text: Reached out to the customer but did not get a response, I will try back later.
4. Click Post.
   
5. In Dev Studio, open your Customer Complaint Agent, then click on the Knowledge tab.
6. Click Add.
7. Click on the Tool field, then press the down arrow on your keyboard. From the list, select pyGetPulseDetails.
8. Repeat step 8 for pyGetCaseHistory and pyGetCaseData.
   
    
9. Click Save.
10. Open the Work Portal and refresh the page.
11. Open the Customer Complaint case, then click on Agent.
12. In the Message Customer Complaint Agent field, enter the following text Has anyone reached out to the customer? then click Send. Observe the response provided by the Customer Complaint Agent.
    

2 Update the application settings

1. In Dev Studio, click Email application > Definition.
2. Under Development Branches click BP-1 

3. Click the Pega-GenAI pyBuddyAuthenticationProfile application setting, then click Check out.
4. In Production Level section, in the Development field enter the following text: KnowledgeBuddy_OAuth_EndUser.
5. Click Save, then click Check in.
6. In the Comments field, enter Check in, then click Check in.

7. Repeat steps 3 to 6 for the Pega-GenAI pyBuddySvcURL application setting, however in the Development field enter the URL of the practice environment you are currently using. 

Note: The environment URL should look like this example: https://pega.xxxxxxxxxxxxxx.pegaenablement.com/prweb.

 

8.  In the left navigation pane, click on Records > Generative AI > Tool. 
9. Click EnablementBuddy, then click Check out.
10. Click Action, then in the Buddy Name list, select EnablementBuddy.
11. Click Save, then click Check in.
12. In the Comments field, enter Check in, then click Check in.

3 Add a Pega Knowledge Buddy tool

1. In Dev Studio, open your Customer Complaint Agent, then click on the Knowledge tab. 
2. Click Add.
3. Click on the Tool field, then press the down arrow on your keyboard. From the list, select EnablementBuddy2.
   
4. Click Save.
5. Open the Work Portal and refresh the page.
6. Open the Customer Complaint case, then click on Agent.
7. In the Message Customer Complaint Agent field, enter the following text What is the company's complaint policy? then click Send. Observe the response provided by the Customer Complaint Agent.
   

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