Script adherence
Voice AI indicates to customer service representatives (CSRs) whether they are adhering to the script for the case that is in progress. This real-time guidance helps CSRs adjust the conversation to improve their script adherence and mitigate compliance risk for the organization.
For example, a CSR for U+ Bank answers a call from a customer, Steve Smith. The dialog at the top of the Interaction Portal displays the greeting script shown in the following figure:
Required dialogs appear with a warning icon, a red exclamation mark, indicating that CSRs must say them. When a CSR says the greeting, the indicator changes to a green check mark, as shown in the following figure:
To configure script adherence, you need to:
- Mark selected dialogs as required in the Configuration Manager portal.
- Set the Enable verbatim dialog setting to true.
- Use the Verbatim dialog threshold setting to define the confidence score for matches.
The following sections discuss the required configuration.
Dialogs
In Pega Customer Service, an administrator creates the scripts for a case by configuring dialogs in the Configuration Manager portal. For example, for the Address change case, dialogs have the following scripts for the CSR:
- Verify customer: In order to proceed, I need to ask you a few additional questions for verification purpose.
- Capture address change details: May I have the new address for your account, please?
- Case confirmation: I have made the changes you requested.
- Select additional accounts: I have made that change. Should I update the addresses of the other accounts you own, <Contact Salutation> <Contact Last name>?
- Review before submission: Almost done. Can you please verify that the changes are correct before I submit the request?
For information on configuring dialogs, see Guiding a customer service agent with dialogs.
To enable dialogs for inbound calls, in App Studio, click Settings > Configurations. In the Configuration set: CS - Interaction features section, the Display Dialog setting, select the configuration icon to show the dialog, then click the configuration icon for the default value. Make sure Inbound Call is set to true as shown in the following figure:
How Voice AI determines script adherence
To determine whether a CSR adheres to a script when processing a case, Voice AI calculates a confidence score and compares the score to a threshold setting.
The Customer Service administrator enables the verbatim dialog setting and sets the threshold in App Studio.
To view the Enable verbatim dialog setting, click Settings > Configuration. In Configuration set: CRM - Voice AI, select the configuration icon for Enable Verbatim dialog, as shown in the following figure:
When set to True, Voice AI shows the Verbatim checkbox for each dialog configured for a case type. When configuring the dialog, or script, for a case, an administrator can enable or disable the verbatim setting.
To view the Verbatim dialog threshold setting, click Settings > Configuration. In Configuration set: CRM - Voice AI, select the configuration icon for Verbatim dialog threshold, as shown in the following figure:
The administrator sets this threshold based on the importance of the match:
- A threshold of 80 indicates that the words match enough for Voice AI to consider near verbatim. This is the recommended setting. Note that a setting of 100 can cause a close match to be rejected.
- A threshold of 50 indicates a near match – some words match, but Voice AI considers the dialog a match.
When a CSR does not adhere to the script in the dialog, Voice AI flags the script with a red exclamation mark. The CSR can repeat the script to assure compliance. In addition, the CSR can always continue processing the case. Case processing does not depend on script compliance.
Reports
Customer Service managers can view reports related to script adherence. For example, the Script compliance overall report, as shown in the following figure, shows overall compliance:
To view reports, log in to the Interaction Portal as Customer Service Manager. In the left navigation pane, click Explore data (in UIKit user interface, click My reports), and then click any of the following reports:
- Script compliance overall: Shows the percentages of scripts that are compliant and not compliant during the past 30 days for all CSRs.
- Script compliance by CSR: Shows the number of required dialogs and the percentage of scripts that are compliant for each CSR.
- Script compliance by dialog: Shows the percentage of scripts that are compliant for each dialog.
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