Using Pega Blueprint to create a Customer Service for Insurance application

I am going to introduce you to Pega Blueprint within the context of customer service for insurance. Blueprint is our rapidly evolving, GenAI powered application generation software that simplifies and accelerates the process of envisioning and designing business applications. Thanks to its integration with our enterprise applications and low-code development environment, Blueprint enables teams to iterate with live software in days instead of months.

Let us put ourselves in the shoes of a business analyst at U+ insurance. We are tasked with finding a new customer service application for our contact center and self-service channels. We will begin by visiting Pega.com/blueprint which is accessible to anyone for free. The first step involves setting up the context by selecting insurance and personal property and casualty followed by the functional context of customer service and customer service for insurance.

This context not only guides our GenAI prompts, but also helps us align with one of our existing enterprise applications, which has occurred here, as reflected in the application description. Thus, we are able to leverage the best of both worlds, the generative AI capabilities of Blueprint and the extensive functional and industry expertise we have developed in customer service for insurance.

Once I hit Submit, Blueprint creates a personalized design environment for me, largely based on customer service for insurance, which I can easily extend and modify it manually or with GenAI. The Blueprint design process guides me through seven steps. Now, we have already completed the application context, and next are the case types or the workflows, followed by the lifecycle and data model for each workflow, application wide data objects like customer profile and policy details, and then the personas, which represent the system users.

Now, at any point, the Blueprint Creator can print the PDF or share access within Blueprint. And once all of the steps are completed, the file that will be imported into our low code development application is created. This process takes several hours instead of weeks, months, or even years that the traditional application design process required. Plus, it does not require any special training. Using Blueprint is very intuitive.

Now, here is our initial case list. Covering everything from first notice of loss to go paperless. It looks like a solid start for our property and casualty servicing operation. Each service case has its own lifecycle and data model. Now, every business has its unique aspects, and I will demonstrate how easy it is to make changes using both generative AI and manual adjustments.

So, for example, if our insurance business has expanded to include golf cart insurance, I can modify the application purpose text with just a few sentences. Then by clicking on generate more, Blueprint powered by Azure AI suggests a few new options. Now, here are several new case types for supporting golf cart insurance, let us take a look at one for submitting the golf cart accident claim. GenAI has generated a robust sequence of stages, and if we examine the steps, they appear to be a great starting point.

Now, let us say that at U+ we want to collect weather and surfacing conditions as part of our claim intake process. Now, I can easily edit the life cycle by selecting the application stage, adding a step, and placing in the correct sequential order, and just like that, it is going to be incorporated into the workflow. But we just need to add the field. So we are going to go ahead and capture and store that weather data. So to do this, we will ll go into the case data model, and while we might change it to a pick list later, for now, we are just going to make it a text field and a description will suffice.

At any time, I can switch to preview mode to see how this workflow might appear to an end user. This is where Pega's center out approach truly excels. We have designed the case once and now we can render it across various channels, whether it is a back office user, mobile web, self-service call center, or in this case, a live chat simulation. As you can see, our new field for weather data is also already integrated. And with the power of Pega GenAI, if you click on the dashboard tab within the customer service preview, you can see AI generated simulations of our out-of-the-box reporting that align with the context of your blueprint.

Completing the blueprint process involves a bit of input on the application level, data model, and defining the personas that will use in the application. Once the blueprint process is finished, I have several options. I can share access to the blueprint itself where I can publish it to PDF for stakeholders who are not using the design tool to review it. But here, for example, what I can show you is what the PDF looks like as pretty straightforward and easy to understand. Next, I can double-click the download button to generate the file containing all of the Pega configuration details, necessary for building our application on top of Pega customer service for insurance.

Next, we will log into our low-code development environment while I import the blueprint we just created. Now, this is going to allow us to see how close completion our application is, enabling us to start navigating and simulating all of the service cases. I am presented with an option to build from scratch or use a blueprint and obviously I will select a blueprint and choose the file we exported a few minutes ago.

I will then go through some validations on case types, data, and personas. And looking at the case types. I can see that the out-of-the-box service cases like first notice of loss are set to inherit while the new service cases for golf cart insurance are set to build from blueprints, since they are entirely new to the underlying CSI application.

When I hit submit, app studio would create my U+ insurance application. Now during this process, it will set up various components, including workflows, data models, user interfaces, and integrations. This will take about 10 to 15 minutes. So let us take a quick break or, like a TV cooking show, we can skip the wait and pull the completed product out right away.

All right, the app creation is complete. And now that I am at the control panel, here I can see the areas where default figurations have been set up, and where additional configurations are typically needed, such as data, integration, channels, user groups, and more. Let us delve into the different cases. So here we can see several different case types. We can see not only the cases that we created that are new for golf insurance, but we can also see the out-of-the-box ones such as first notice of loss. Additionally, we can see infrastructure cases, like the Interaction, and the Offer fulfilment cases that were automatically created during the import process.

Each case type includes references to the supporting data objects that have already been set up. Let us drill down into the golf cart accident claim. So we can view the case flow here that we created in the blueprint, and we can also see the case data, which includes the weather data, which we added into the blueprint. Now let us say at this point, we decide we want to change that weather data field into a Picklist. We can quickly and easily do that here directly in App Studio.

Next, let us go ahead and open the view for the gather incident information step. And let us add the newly created and just modified weather details picklist field into this view. Now, if we want to simulate how the app will function with a real use case, we can launch into the Interaction portal and run a demo scenario, complete with sample data. Here, we can see Mary Johnson's record and the default composite with her policy details.

When we open the case, we can perform the intake as if it were a real live customer interaction. And we can see our new field here that we just made into a Picklist as an example. Now we can hit wrap up and see that our visual wrap-up has captured all of the details from this interaction as we expected. And we can even see how the application has logged the workflows in recent cases, allowing us to click on preview to quickly access some of the details.

In summary, within just a matter of minutes, we have transformed from defining our industry and functional context to having fully operational software that we can begin to experiment with. Thanks to Blueprint and Pega's Low-Code Development Environment, we have seamlessly integrated new and existing case types, set up the necessary data models, and even run simulations with real use cases. This rapid transition not only underscores the power and efficiency of our tools, but also highlights how quickly teams can move from concept to live iteration, allowing for immediate feedback and continuous improvement.