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Adding a suggested case

This video shows an example scenario in which the administrator configures a suggested case for Dispute transaction topic.


Consider a scenario where a customer calls the support center and states that he has an unrecognized charge on his credit card. The expected outcome is that Pega Voice AI suggests the Dispute transaction case to the CSR.

To accomplish this outcome, log in to Pega Customer Service as an administrator, and then add the case to the Voice AI channel.

You open the Voice AI channel.

On the Configuration tab, In the Suggested cases section, click Add new case.

dialog box for adding a suggested case

In the Response configuration dialog box, you select the Dispute transaction case type, then add a Create case command.

The create case command is a topic added to the channel, for example, Dispute transaction. This topic is associated with the Dispute transaction case type.

On the Text analysis tab, you add words that a customer might use to identify the topic. For example, wrong, invalid, transaction are words that the Voice AI channel uses to trigger the Dispute transaction case.

text analysis tab

These keywords are a quick way to "feed" words to the model. As Pega Customer Service runs cases, the NLP model learns and associates more words with the case type. You can access the associated models in the Prediction Studio, which provides more detailed configuration settings; typically, a a data scientist in your organization monitors these models.

You save your channel configuration, then test the new case.

Use the Preview console to test the keywords. Enter wrong and invalid in the console, and then click Send.

Preview console

The Preview console confirms that Pega Voice AI detects the Dispute transaction topic.

Consider the following scenario to learn how the case works with a live call.

Bob is a CSR who handles inquiries about credit and finance issues. Bob logs in to the Interaction Portal. He has an incoming call from a customer, Sara Connor. Bob accepts the call and asks how he can help. Sara says, "I have an unrecognized charge on my credit card." Bob sees that the Interaction Portal suggests a Dispute transaction case. He opens the case, and then continues the call with Sara.

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