Adding an Agent Trainer connection

This demonstration shows you how to add an Agent Trainer connection to your Digital Messaging channel interface. 

U+, a retail bank, aims to establish a Pega GenAI Agent Trainer™ connection with their Digital Messaging channel interface to train its customer service representatives and provide valuable feedback.

To establish an Agent Trainer connection, navigate to the Messaging Channel section, and then select your existing Digital Messaging Channel.

Click the Connection tab of the Digital Messaging channel interface, and then click Manage connections. 

The system displays the Digital Messaging Manager window. Here, you can add several connections for the Digital Messaging channel interface. To add the Agent Trainer connection to your Digital Messaging channel interface, you need to first activate the Agent Trainer and then obtain a ChatGPT OpenAI or Microsoft Azure API key to connect to a generative AI solution host or use the Pega GenAI™ solution.

In this scenario, let's add an Agent Trainer for the Azure GenAI service.

Enter a Name for the Agent Trainer connection. In the Pega application template list, select Financial services. Agent Trainer uses the selected Pega application template to improve the simulation for CSRs in the context of a specific Pega Customer Service application.

You now choose whether to add a Pega GenAI™ host by clicking Yes or No. If you defer configuring a Pega GenAI host by clicking No, you can configure the host later on the Connection and GenAI tab for your Agent Trainer connection.

In this case, select Yes to add an Agent Trainer for the Azure GenAI service.

In the Host list, select Azure, and then in the Resource field, enter the resource name for your Azure connection.

In the Azure OAuth endpoint field, enter the GenAI endpoint for your Azure connection, and then in the GenAI model list, select a Pega GenAI model.

In the API version field, enter the API version for your Azure connection.

In the Client Id field, enter your unique OAuth Client ID for the Azure connection. In the Client secret field, enter your unique OAuth Client secret for the Azure connection.

After you enter all the required details, save the changes to successfully register the Pega GenAI Agent Trainer account. You can return to the Digital Messaging Channel interface and observe that the Pega GenAI Agent Trainer connection is now displayed.

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

• How to add an Agent Trainer connection to your Digital Messaging channel interface.