Adding a suggested offer
The video shows an example scenario in which the administrator configures a suggested offer for the Change billing cycle topic.
Transcript
A customer calls the Support Center and requests to change dates on the billing cycle for their account. When a business customer requests a billing related change, your team wants to suggest a Money Manager service 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 Billing cycle topic. In the Approximate match field, the approximate match words that indicate a service request are: billing, bills, schedule, cycle.
By adding this topic as a Suggested Next Best Action, when a customer uses any of the associated keywords, Pega Voice AI sends the topic information to Pega Customer Decision Hub™, which sends back any offers for which the customer is eligible.
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 Money Manager offer is configured in Pega Customer Decision Hub. When the customer has a business account and their 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.
Consider the following scenario to see how the suggested offer works in the Interaction Portal.
Steve Smith calls into the contact center to request a change to the billing cycle for his account. The CSR answers the call and asks how he can help Steve. After hearing Steve's request, the CSR launches a Change billing cycle Case and proceeds to resolve the Case.
The CSR notices a Money Manager offer in the Suggested actions section. He presents the offer to Steve.
Steve is interested in the offer. The CSR selects Accept in Customer decision and clicks Submit.
Pega Voice AI sends the customer decision outcomes such as Accept, Not interested, Maybe later, and Not presented, to Customer Decision Hub, which uses these outcomes to determine the future next best actions for customers.
The CSR 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.
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