Assisting agents with Pega GenAI

This demonstration illustrates a seamless cross-channel interaction of a customer with a CSR, with constant assistance from Pega' GenAI technology.

Emily Foster's credit card is damaged, and she wants to get a new one. She logs into the U+ website and selects the Replace Damaged Card option to request a new card. Emily's request fails because her contact address is incorrect, as U+ has received undeliverable mail from her.

To fix this, Emily decides to initiate a chat with an agent. In the chat, she selects Update address and is soon given an option to chat with an agent, which she accepts.

CSR Chris Layborn receives a new chat request and accepts it to begin a chat interaction. In the Utilities pane, Chris can see the AI-generated summary of the last interaction with Emily.

Directly under the summary, there is a Knowledge articles section where Chris can access relevant, context-based articles and ask the question to the Pega GenAI Knowledge Buddy.

Next, Chris can see a pane with the current chat transcript, along with an AI-generated suggestion for a reply.

In the lower-left corner, there is a suggestion to initiate the Address change service Case for Emily. Emily confirms that this is the issue she wants to resolve before she can have her card replaced and enters her new address. Note how AI suggests a new service Case in the Suggested actions section based on Emily's message.

Chris initiates the Update address service Case. The Messaging AI prepopulates the form based on the information from the chat. Chris accepts the AI suggestions and finalizes the address change.

Chris then selects the Replace Card suggestion that he received, because that was the primary reason why Emily Parker contacted him.

During the chat, Chris makes a commitment that the local bank branch will notify Emily when her card is ready.

Emily has no further needs, so the interaction is complete. Chris finalizes the Replace Card service Case and clicks Wrap up. When the wrap-up loads, Pega GenAI creates a comprehensive summary of the interaction. It also generates a Follow Up Task based on the commitment that Chris made during the conversation.

This AI-assisted interaction approach helps reduce the time Chris has to spend writing responses, researching solutions, documenting his work, and keeping track of commitments.

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