Creating a new Pega GenAI Opportunity Case Coach

This demonstration shows you how to create a new Pega GenAI Opportunity Case Coach to help accelerate the sales process.

Acme Technologies wants to improve its sales team's ability to close deals faster by using Pega GenAI Coach. The Coach should assess the effectiveness of their engagement with contacts and ensure timely follow-ups. The company decides to create a new Opportunity Case Coach to help sales representatives maintain constant engagement, act on key insights, and keep momentum going, thereby improving the chances of closing deals on time.

The Opportunity Case Coach analyzes recent activities, such as meetings and emails, to assess engagement with key decision-makers. It flags missed or overdue tasks and suggests immediate actions, such as follow-up meetings or tailored emails. For example, if there are missed follow-ups with decision-makers, the Coach recommends reaching out promptly.

To implement this Coach, launch Dev Studio and navigate to the GenAI Coach section to create the Opportunity Case Coach. In the Label field, enter a name for the Coach. In the Apply to field, select the class to which you want to add the Coach. In the Add to ruleset field, select the Ruleset to which you want to add the Coach.

Once you create the Coach, the first step is to set up definitions for the Coach and then add the data sources.

Let's first see how to set up the definitions. Provide clear and detailed instructions for Pega GenAI Coach™ to define its role and prompt responses. By doing so, you help ensure that it operates effectively, responsibly, and in alignment with business goals.

In the System Instructions field, enter a definition that summarizes the role you want Pega GenAI Coach to assume. In the Starter Question section, enter an initial question to be asked as soon as the Coach is launched. To provide a more relevant and precise response to the starter question, enter some relevant text in the Additional Instructions field.

Since the company wants to close deals faster, use the starter question: What is the most strategic move to close this deal?. The Coach answers this question by analyzing Strategic Recommendations, Actionable Insights, and Immediate Next Steps. By taking these actions into account, sales reps can significantly enhance the likelihood of closing a deal successfully.

In the Quick-Select Question section, you can enter questions and their additional instructions that users can choose at any time during their interaction with the Coach. For example, you can enter questions like:

• What is the sentiment of the contacts on this deal?
• Are we properly engaged with the contacts?
• What potential risks could affect this deal and how can I address them?
• Can you provide me with an overview of the opportunity and summarize recent activity?
• Can you suggest some tasks that should be completed?

Now that we have set up the definitions, it's time to add data sources to the Coach. Adding data sources to a Pega GenAI Coach increases the scope of accessible data. Because the company wants to close deals faster by analyzing recent activities, add all the necessary data pages that help the GenAI Coach answer any question.

Here you can pass in primary fields on the opportunity case, contacts related to opportunity, pulse feeds, customer activities, appointments, competitors, and emails into the coach as context.

When you have added the data sources, save the configurations.

Next, enable the Opportunity Case Coach in the Business Opportunity case type as a widget, and as a tab, to make use of personalized generative AI assistance at run time.

To add the Coach to a widget, click the UX tab, and then in the GenAI™ Coaches section, click Add and select the Opportunity Case Coach from the list of available Coaches.

To add the Coach in the tab, click the GenAI Coach tab, and then configure it to add the Opportunity Case Coach.

Now test the use case by logging in as a sales representative. You can do this on the Business Opportunities landing page because we enabled the Coach for the Business Opportunities case type.

Open the Business Voice over IP (VoIP) for Acme Tech opportunity. Click the Pega GenAI Coach widget and then select the Opportunity Case Coach in the list. Begin the interaction by asking pre-defined questions about opportunities. Alternatively, you can ask these questions by selecting the GenAI Coach tab in the details pane.

You have reached the end of this demo. You have learned:

• How to create a new Pega GenAI Opportunity Case Coach to help accelerate and optimize the sales process from end to end.