Customer Simulator demo

Narrator: The CSR, Jason, works in the Pega Customer Service™ application. He begins the simulation by selecting a channel and a simulation. The simulation starts with a call from a customer, Sara Connor. Jason accepts the call.

Jason: Hi Sara, thank you for calling U Plus Coms. This is Jason. How can I help you today?

Sara: Hi Jason, I'm moving to a new house in Springfield, and I was wondering if there's a fee to move my service?

Narrator: Knowledge Buddy hears the question and displays an answer on the CSR's desktop. Jason responds and clicks the suggested Move Service Case to begin the workflow.

Jason: U Plus Coms does not charge a fee for moving your service. However, an installation fee might apply if you need professional help. Do you require professional assistance?

Sara: No, I can bring the equipment to the new house and handle the installation myself.

Jason: Great. Can I get the new address you'll be relocating to? And can I also get the date you'll be moving your services to the new address?

Narrator: The application displays a check to note that Jason has adhered to the script.

Sara: Sure. The new address is 123 Main St., Springfield, IL 62712. I'll be moving on June 18th.

Narrator: The application fills the Address Change form with the information from Sara. Jason reviews and accepts the address changes.

Jason: And did you want to move both your TV and Internet services?

Sara: Yes, I want to move both services.

Narrator: The application displays an in-case summary to assist the CSR.

Jason: All right, I have your move all set up to 123 Main St., Springfield, IL, on June 18th. Is there anything else I can do to help you?

Sara: Yes, I was wondering if it's possible to trade in my iPhone 8 using your trade-in program.

Narrator: Knowledge Buddy hears this question and provides an answer.

Jason: I'm sorry, Sara, but the iPhone 8 does not qualify for the EU Plus Comms trade-in program. Is there anything else I can do to help you?

Sara: That's all right, thanks for letting me know. There's one more thing. When I asked about the trade-in program at the store in Sherman on April 30th, the store Rep, Bobby, was extremely rude. He even said my device sucked. I'd like to make an anonymous complaint and hope he receives some training.

Narrator: The application displays the suggested Case on the CSR's desktop.

Jason: I'm so sorry that you had that experience. Just give me a moment to open this complaint for you.

Sara: Thank you, I appreciate it.

Narrator: The application displays a required dialog script for the CSR to present.

Jason: I would like to apologize that you had this experience. Thank you for submitting your complaint. We have received it and will review the information you provided.

Sara: Thank you for addressing it. Lastly, could you tell me the next billing date and amount?

Narrator: Jason clicks Customer Inquiry to view commonly requested data.

Jason: Yeah, no problem. Your next billing date is June 20th, and the amount is $45.00.

Sara: Great, thanks for the information. That's all I needed for now. Have a good day.

Jason: Thank you for calling U plus coms. Have a nice day.

Sara: Thank you. You too. Goodbye.

Narrator: Jason reviews the Interaction Summary. He clicks the Feedback tab to review his performance scores for the training session.

You have reached the end of this video. You learned how a CSR can use a simulated customer interaction to practice skills and receive feedback.