Adding a suggested knowledge article

Consider a scenario where a customer calls the support center and states that he wants to get information about a new vehicle loan. The expected outcome is that Pega Voice AI suggests the What types of auto loans are available? article to the CSR.

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

Open the Voice AI channel.

On the Configuration tab, in the Suggested knowledge section, click Add suggested knowledge.

In the Associated topic field, enter vehicle loans. Click the Knowledge Management tab, and then click the Suggest specific content as a Suggested Action option.

To search existing knowledge articles, in the Search field, enter loans. The dialog box displays the available articles. Select the What types of auto loans are available? article. The dialog box shows the article title and an abstract of the article. Click Submit. The vehicle loan topic is saved as a topic.

On the Behavior tab, click Edit topics, and then in the Approximate match field, enter the following keywords: loan, car, vehicle, rate.

These keywords are a quick way to feed words to the model.

Save the channel, and then test the new case.

Use the Preview console to test the keywords. Enter car, and then click Send. The Preview console confirms that the vehicle loan topic was detected.

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, Steve Smith. Bob accepts the call and asks how he can help. Steve asks about a new car loan. Bob sees that the Interaction Portal suggests the What types of auto loans are available? knowledge article. He reads the article and responds to Steve.

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

[Steve] thanks, I'm interested in a loan for a new car.

Bob sees that the Interaction Portal suggests the What types of auto loans are available? knowledge article. He reads the article and responds to Steve.

[Bob] I'm reviewing the types of auto loans we offer. Are you buying from a car dealer or from a private owner?

You have reached the end of this video. You have learned how to suggest a knowledge article in response to a customer request.