Suggesting a reply based on email content

4 Tasks

15 mins

Visible to: All users

Intermediate

Pega Customer Service '24.1

Conversational Channels

English

Scenario

Your team asks you to update the Pega Customer Service™ email channel. The team wants to add suggested replies when a customer sends an email with negative sentiment and missing information. The suggested reply provides an email template that a customer service representative (CSR) can edit and send to the customer.

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

Role	User name	Password
Email Client user	Customer1	password
Customer Service Representative	CACSR	password123!
Customer Service Application Administrator	CSAppAdmin	password123!

Your assignment consists of the following tasks:

Task 1: Add suggested replies

In App Studio, in the MySupport email Channel, add suggested replies for the Account Address Change case type. Add the Suggest reply with AI option.

Task 2: Test the model used for topic identification by using the test console

In the MySupport email Channel, test the AI logic used for topic identification.

Task 3: Use the email client to send a test message

In the email client, create an email to test your email Channel configuration.

Task 4: Test the suggested reply in the Interaction Portal

In the Interaction Portal, process the email and validate your changes.

Challenge Walkthrough

Detailed Tasks

1 Add suggested replies

Log in to App Studio as the Customer Service Application Administrator:
1. In the User name field, enter CSAppAdmin.
2. In the Password field, enter password123!.
In the navigation pane of App Studio, click Channels.
On the Channels landing page, click MySupport to update the Channel configuration.
In the MySupport Channel, click the Behavior tab.
In the Suggested cases section, in the Address change row, click the Gear icon to open the Address change Case Type.
Click Use GenAI to generate email reply templates, and then click Submit.
This feature adds three templates to the Suggested replies section. The templates are available to a CSR when viewing a customer email.
In the Suggested replies section, click Add suggested reply to add a new suggested reply.
In the Add suggested reply dialog box, in the Email template list, select Suggest reply with AI.
In the Associate topics list, select the Address Change Case Type.
Click Submit to add your suggested reply.
This option is available to a CSR when viewing a customer email. When the CSR selects the option, Pega GenAI analyzes the customer email and drafts a suggested reply.
Click Save to update your configuration.

2 Test the model used for topic identification using the test console

In the upper-right corner, click Test to test the new email channel configuration.
1. In the From (email) field, enter [email protected].
2. In the To (email) field, enter [email protected].
3. In the From (name) field, enter Sara Connor.
4. In the Subject field, enter Moving.
5. In the Message field, enter the email content, for example: Hello! I'm moving and want to update my address.
6. Click Test. The test email evaluation is displayed.
Observe that Address Change was identified as the Topic. This means that your suggested reply is available when an agent responds to this incoming email.
Click Close to dismiss the test email evaluation.

3 Use the email client to send a test message

Open the landing page of the challenge instance, click Application Switcher, and then click Web Email.
Log in as the Email Client user:
1. In the User name field, enter customer1.
2. In the Password field, enter password.
In the left pane, click Mail to access the Inbox.
In the header, click Write mail to compose a new email:
1. In the To: field, enter [email protected].
2. In the Subject: field, enter Urgent update on address change request.
3. In the composition area, enter the following message:
  I am writing to express my extreme frustration with your company's address change process. I moved to New Jersey recently and I have been trying to update my address for account AC32675 in your system for the past two weeks, but it seems like nothing has been done about it.
  
  Every time I call your customer service, I get transferred from one department to another, and no one seems to know what they are doing. I have also sent multiple emails, but there has been no response to those either. This is affecting my billing and delivery of important documents, and it's causing me a great deal of inconvenience.
  
  I demand immediate action on this matter. I want a confirmation email as soon as my address has been updated in your system. If I don't receive a proper response within the next 24 hours, I will be forced to take the issue further.
  
  Sincerely,
  
  Sara
Click Send message.
In the left pane, click Log off, and then click Log off again to leave the email client.

4 Test the suggested reply in the Interaction Portal

Log in to Pega Customer Service as a Customer Service Representative:
1. In the User name field, enter CACSR.
2. In the Password field, enter password123!.
In the navigation pane of Pega Customer Service, click My open emails.
Click Get Next Email.
The Interaction Portal opens the Case and displays the request from Sara Connor. The Email Summary highlights key points from Sara's email, including the missing information, and shows the suggested actions and recommended replies for the CSR.
Click Other responses, and then observe that the replies include the three generated reply templates.
Click Other responses > RequestDetails to open and review the email template.
You want the reply to address concerns that Sara cites in her email, so you try another option.
Click Other responses > Suggest replies with GenAI.
This feature analyzes the customer email and generates a reply.
Add a sentence to request the missing address information, and then click Send.

When the customer responds with the required information, the CSR selects the Address change Case, and then enters the changes.
In Suggested actions, click Address change.
The Address change Case opens.
Click Wrap-up, and then click Submit to close the interaction.