Suggested email replies with Pega GenAI

This demo shows the Pega GenAI™ features related to suggested replies. It also shows the Email Summary and the Interaction Summary that is provided by Pega Gen AI.

You are the Customer Service admin for U+ Bank. The team asks you to configure suggested replies to help them respond to customer requests for change of address. Customers often forget to add parts of the address required to make the change. The team also requests that reply templates are available in French, to support their growing customer base in France.

In App Studio, you select the MySupport email channel. On the Configuration tab, you add French as a support language and save the page. You click the Behavior tab and open the Address Change case type. You enable the Use GenAI to generate email reply templates option. This option generates three replies shown in the Suggested replies section. These suggested replies are available to the CSRs when they view an Address Change email in the Interaction Portal. You open the UpdateAddress reply to review the template. You can modify the content as needed. You click French to view the French language version of the template. In the Interaction Portal, when the CSR replies to a customer request for address change, they can select English or French language versions of the template.

In the Suggested replies section, you add a suggested reply. For the email template, you select Suggest replies with GenAI and for the associated topic, you select Address change. This option is available to a CSR when viewing an email. When the CSR selects the option, Pega GenAI analyzes the customer email and drafts a suggested reply. Where other suggested replies provide content from a template, the GenAI reply responds to specific content in the customer email.

Let's review the suggested reply features in the Interaction Portal.

A customer, Sara Connor, wants to update the address for her account, but has not succeeded. She sends a follow-up email to the support team that details her frustrations with the process. A CSR receives the mail.

The Email Summary highlights key points from Sara's email, including the missing information, and shows the suggested actions and recommended replies for the CSR. The CSR clicks the recommended reply and views the content. He decides to view other replies. He clicks Other responses and sees the generated templates. He selects Suggest reply with AI, which analyzes Sara's email and generates a reply. In the Response template field, the CSR can select different language versions of the template. He wants to get the address information from Sara, but also respond to her frustration and time concerns. The GenAI reply cites Sara's concerns and reassures her that the address change will be completed within 24 hours, and that the CSR will stay with the case until completed. The CSR adds a sentence to request the missing information and then sends the reply.

Sara sends a reply with the requested address information. The busy CSR sends a quick reply saying he still needs the zip code to complete the address change. The tone analysis feature flags the CSR's reply as poorly formatted and not appropriate. The CSR clicks Rephrase reply to generate a new reply. He reviews the edited reply and sends it.

When the CSR has all the information, he completes the Address change form and then clicks Wrap-up. An Interaction Summary, generated by Pega GenAI, shows that the Address change case is completed and summarizes the email content and sentiment.

This demonstration showed how Pega GenAI improves suggested replies from CSRs and hpw tone analysis improves a reply.