Creating a Pega Customer Service application using Pega GenAI Blueprint

In this video, you will learn how to create a Pega Customer Service™ application for U+ Bank using Pega GenAI Blueprint.

Consider a business scenario: U+ Bank, a retail bank, wants to build a customer service application to serve the customers better.

To obtain this outcome, navigate to the Pega GenAI Blueprint URL and click Create a Blueprint to start creating the Blueprint for the customer service application.

In Let's Blueprint! Which industry is your application for? section, select Banking and then click Next.

In Select a sub-industry: section, select Retail Banking.

In Department/function dropdown, select Customer Service and then click Next.

In Share more about your Retail Banking application section, in the Application purpose dropdown, select Customer Service for Financial Services.

The system auto populates the Functional description textbox with the description generated by GenAI.

In the Organization name, enter U+ Bank.

Keep the Language dropdown unchanged with English in it.

In the Location dropdown, select United States.

Click Next.

The Pega GenAI Blueprint agents are designing the Blueprint for the customer service application.

After the Blueprint is generated, in Workflows step, review the Case Types generated.

You can add a new Case Type.

Click Add a Case Type and fill in the details in the dialog box.

In the Case Type field enter Request cashier's check.

In the Case Type description textbox, enter the relevant description.

In Build Lifecycle from BPMN field, add the corresponding BPMN file.

Click Save.

The system adds the new Case Type to the Blueprint.

Click Next.

In Workflow Details step, review the workflow details.

In the Define workflow details for: section, select Request cashier's check to make changes to its Case Lifecycle.

In the Funds Check Stage, edit the Check Account Balance Step and then in the Type dropdown, select Automation.

Click Save to save the changes.

Click Add Stage > Alternate Stage.

In Name textfield, enter Error Handling and then click Save.

Move the Steps from the Error Handling Stage in the Primary Stages to the Error Handling stage in the Alternate Stages.

Delete the Error Handling Stage in the Primary Stages.

Move the Close Request step from Request Closure Stage to Check Delivery Stage and then delete Request Closure Stage.

In the Check Delivery Stage, edit the Step Send check and then in the Type dropdown select Automation.

Click Save.

Move the Reject Request Step from Request Closure Stage to Check Delivery Stage and delete Request Closure Stage.

Delete the Request Handling Stage.

In the Alert Review Stage, delete the Reject Request Step

Edit the Step Approve or Reject Request Step and then in the Type dropdown, select Approve/Reject.

Click Save.

In the Request Details Stage, edit the Enter Check Details Step.

In the Enter Check Details dialog box, in the Fields section

For Beneficiary Name, Check Amount and Delivery Method fields, check Required? checkbox.

Move up the Service Fee Amount field position below the Account Number field.

Click Add Field > Delivery Address and then check Required? checkbox.

Move up the Delivery Address field above the Delivery Method field.

Click Save.

Click Case Data Model tab.

Edit Account Number field and in the Edit Field dialog box,

In the Field Type dropdown, select Financial Account.

In Number of Records lists, select Single.

In How is this field captured? list, select Calculated.

Click Save.

Edit Beneficiary Name field and in the Edit Field dialog box,

Uncheck Mark as Primary Field checkbox and then click Save.

Edit Service Fee Amount field and in the Edit Field dialog box,

In How is this field captured? list, select Calculated and then click Save.

Click Add a Field and in the Add a Field dialog box,

In the Field Name textfield, enter Agree to terms and conditions.

In the Field type dropdown, select Boolean.

In the Description textbox, enter the relevant description.

In How is this field captured? list, select User input and then click Save.

The Pega Gen AI Blueprint agents add the new field to the Case Data Model.

Click Next.

In the Data & Integration step, review the Data Objects and then click Next.

In the Personas step, review the personas.

Click Preview my app button to preview the application.

In the Preview your workflows list, select Request cashier's check workflow.

Select Desktop, Mobile, Salesforce Extender, Contact Center, Web Self Service, DxAPI and Conversational Self-Service to preview and experience the application's working in different interfaces.

Close the application's preview.

Click Next.

In the Features step, review the Engagement Channels and then click Next.

In the Summary step, review the entire application's summary and then click Download Blueprint to download the Blueprint file.

Open the App Studio of the Pega Infinity™ instance and in the header, select New Application.

Click Build from a Blueprint.

In the Select a Blueprint step, by default, the system selects Upload a Blueprint in Select a Blueprint list. Click Select a Blueprint to upload button.

After the system uploads the Blueprint file, click Next.

Review the Application Settings and Blueprint Details and the click Next.

In the Case Types step, review the Case Types and then click Next.

In the Data Objects step, review the Data Objects.

In the Contact section, In Build Data Object list, select Use existing and in Data references to Contact link to select Person and then click Next.

In the Personas step, review the personas and then click Next.

In Features step, review the Engagement Channels and then click Next.

In Configurations step, review the configurations and then click Submit.

The system now creates customer service application.

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

• How to create a Pega Customer Service application using Pega GenAI Blueprint.