Adding a suggested offer

Configure topic in Voice AI Channel

A customer calls the Support Center and requests to change the dates on the billing cycle for their credit card. The expected outcome is that Pega Voice AI suggests the Change billing cycle case to the CSR. Your team also wants to suggest a Rewards Card offer for eligible customers.

You log in as an administrator and then open the Voice AI Channel. On the Configuration tab, in the Suggested Next Best Actions section, click Add topic. In the Response Topic Configuration dialog, select the topic Billing cycle. The topic is associated with the Change billing cycle case type in the Suggested cases section. In the Approximate match field, you enter words that would likely indicate a request to change billing, for example billing, bills, and schedule.

You submit the entry and then save your changes to the Channel. You use the Preview console to test the keyword, bills. The test returns the billing cycle topic.

The Rewards Card offer is configured in Pega Customer Decision Hub™. When the customer profile shows a lifetime value above 750, the customer is eligible for the offer. When Voice AI determines that the topic of a customer interaction is billing cycle, Voice AI sends the information to Customer Decision Hub for consideration.

Credit card offer shown in Interaction Portal

Sara Connor then calls into U+ Bank contact center to change her billing cycle.

The CSR answers the call and verifies the customer. On confirming that the caller is Sara, he asks her how he can help her today.

After learning Sara's requirements, the CSR launches a Change billing cycle service case and resolves the case for her.

The CSR notices a Rewards card offer in the Suggested actions section. He presents the offer to Sara.

Sara is interested in the offer. The CSR selects Accept in Customer decision and clicks Submit.

The customer decision outcomes such as Accept, Not interested, Maybe later, and Not presented are sent to Customer Decision Hub. Customer Decision Hub uses these outcomes as input for determining the future next best actions for customers.

The CSR lands on the Confirm submission and next steps screen. This screen can also be from offer fulfillment Case. The offer fulfillment case type can be extended further, according to business needs.

The CSR clicks Done and wraps up the call.

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

• How to suggest offers in Interaction Portal from Customer Decision Hub.