Sending Knowledge articles during live conversation
When customers initiate private conversations on any of the messaging interfaces and request information, Customer Service Representatives (CSRs) can use Search or Ask Buddy options to retrieve relevant articles and send them directly to the customer. The Search option retrieves Knowledge articles from Pega Knowledge™, while Ask Buddy retrieves information from Pega GenAI™ Knowledge Buddy.
For more information, see the Pega Knowledge and Pega Knowledge Buddy missions.
This feature enhances the value proposition for your customers by integrating messaging and Knowledge Management, which offers a synergistic approach.
Transcript
Consider a scenario, in which U+, a retail bank, has implemented Pega Knowledge and Pega GenAI™ Knowledge Buddy. They want CSRs to be able to seamlessly provide KM articles to customers during live conversations.
To implement the business scenario, go to the Configuration set: Knowledge Management - Widget section.
Begin by configuring the Default knowledge Buddy for queries setting. Input the name of the Buddy to serve as the default reference for the buddy widget and to generate a response. If you leave this blank, the Knowledge Buddy does not produce any response.
補足： The Buddy name called Replies has already been created.
Next, enable Knowledge Buddy, share article, and share options by setting the value to true.
Now, test the scenario with a live agent. A CSR logs in to the Interaction Portal to address inquiries. A customer, Sara Connor, initiates a chat session with a live agent and states that "no audio when using new HDMI cable."
On receiving the call, the CSR reviews the conversation with the customer through the bot. Given the reported audio issue, the CSR has two options. The CSR can send a relevant article from Knowledge articles by using the Search option or send a relevant response from Knowledge Buddy by using the Ask buddy option.
To send the knowledge article, the CSR clicks the Actions icon and then clicks Share article to send the link to the customer.
Sara can then click the link to troubleshoot her issue based on the information provided.
補足： When the customer opens the article link through a private messaging channel, it opens in a new tab, and the shared article is also displayed in the transcript.
To send the Buddy response, the CSR inputs the customer's inquiry in the text area, clicks Ask, and then clicks the Actions icon, and then clicks Share to send the response to the customer.
The customer receives guidance on how to resolve the issue independently.
このトピックは、下記のモジュールにも含まれています。
トレーニングを実施中に問題が発生した場合は、Pega Academy Support FAQsをご確認ください。