Adding a suggested case

Consider a scenario where a customer calls the support center and states that he wants to change his monthly billing to automated payments, also called paperless billing. The expected outcome is that Pega Voice AI suggests the Go Paperless 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 case type. In the Response configuration dialog box, you select the Go paperless Case Type, then add a Create case command. The create case command is a topic added to the channel, for example, Go paperless. This topic is associated with the Go paperless Case Type.

On the Text analysis tab, you configure words or short phrases that a customer might use to identify the topic. For example, you can add the keywords billings, paperless, payments as words that the Voice AI channel uses to trigger the Go paperless case. 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 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 billing in the console, and then click Send. The Preview console confirms that Pega Voice AI detects the Go paperless topic.

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

Bob is a CSR who handles inquiries about billing and payments issues. Bob logs in to the Interaction Portal. He has an incoming call from a customer, Steve Smith. Bob accepts the call and asks how he can help.

[Bob] Hello Mr. Smith, I see that you've been a valued customer for many years now and I wanted to thank you for your loyalty. How can I help you today?

[Steve] Thanks, I would like to switch my billing to automated payments.

Bob sees that the Interaction Portal suggests the Go paperless service case. He opens the case and then continues the call with Steve.

You have reached the end of this video. You learned how to suggest a service case to the CSR based on the live customer conversation.