Creating and running a customer simulation

UPlus Comms wants to train its CSRs to relocate the associated communication services for a customer. You must configure a simulation that uses the Move Service, which is a workflow configured in the Voice AI channel of your Customer Service application.

First, you configure the scenario. In the navigation pane of the Customer Simulator portal, click Create > Scenarios to create a new scenario.

Enter a descriptive name for the scenario, for example, Move Service.

For the Interaction Plan, describe the customer interaction and provide details. In this example, you use the following Interaction Plan:

The customer calls to notify the company that she is moving to a new apartment in Springfield on November 15. The customer does not initially indicate which state Springfield is in and will only provide the full address details when specifically asked for them. The customer asks if she will be charged a fee for relocation. When asked if she needs a technician to move the communication service, the customer will answer no. The customer will be asked for their full address, and she will provide 123 Main St, Springfield, Illinois 62712. After providing the address, the customer will ask if Uplus Comms offers a trade-in for the mobile device, but will not want to utilize the trade-in program at this time. When they have confirmed that Uplus Comms has a trade-in program, the customer will want to end the call.

The Interaction Plan serves as a set of instructions that Pega GenAI™ uses to guide and simulate the customer conversation. It ensures that the simulated interactions align with the training objectives, for example, learning how to communicate with a customer to process an address change. You can try different interaction plans and test them before making the simulation available to CSRs.

Next, you configure the qualities of the customer who interacts with the CSR. Select from a list of options configured by a Customer Simulator administrator.

Set the style in which the customer communicates; for example, the customer heavily uses slang words and phrases. When you select a style, the dialog displays the attributes of that style.

Select a mood that the customer conveys in the scenario. For example, neutral, angry, or happy.

Select a customer profile to use in the scenario. In this scenario, you use the Sara Connor account. Ensure that you select a customer profile that has the information to support the interaction plan. For example, if the interaction plan is for processing a lost or stolen card, confirm that the profile has the card details to support the workflow.

Select a quality that describes how the customer's voice sounds (for example: alloy, ash, or ballad).

The system saves this scenario with the Active-Unreferenced status, and it is available for use in a simulation. The Scenarios landing page shows current scenarios. Each scenario has an associated Case that describes the Case details.

Next, configure the simulation.

In the navigation pane of the Customer Simulator portal, click Create > Simulation.

Enter a descriptive name for the simulation; for example, Relocating a customer's communications services. Enter a description of the simulation; for example, Changes a customer address and relocates their communication services.

Select the Voice Channel, and then select the Move Service scenario.

Click Next. The system saves the simulation with the Deactivated status.

Activate the Move Service simulation. The simulation is now available for training. All CSRs with access to the Customer Simulator can run the new simulation.

Now, a CSR can log into the Interaction Portal, click Begin Training, and select the simulation. The system begins the real-time simulation and responds to the conversation between the AI-generated customer and the real-life CSR.

You have reached the end of this video. You learned how to create and activate a customer simulation.