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Conducting an interaction

Introduction

Pega Customer Service consolidates relevant customer information from your legacy systems, interaction data, and service requests into a composite view. That way, Customer Service Representatives (CSRs) have the full 360-degree view of your customers. These customer composites provide relevant account detail, interaction history across channels, and recent service requests. They dynamically display customer information based on the customer context and current situation. Your CSRs can quickly search for contacts, accounts, service requests (cases), and knowledge content.

Video

Transcript

In this demonstration, you see how a customer service agent conducts an interaction with a customer.

An agent receives a chat request from Sara Connor. He accepts the request to start an interaction.

An agent has access to the transcript that Sara has started with a chatbot.

The agent starts a Lost or Stolen Card service case.

Before continuing, the agent first verifies the identity of Sara Connor.

Once verified, the agent can continue with the service case.

As the chat session is conducted, the sentiment of the customer changes based on customer responses.

The agent works with Sara to determine where a replacement card should be sent.

The address of where Sara can pick up her card can be sent via text, email, chat or any other channel.

The interaction summary is pre-loaded for the agent so there are no mistakes.

As the interaction ends, the agent enters the reason for the interaction, in addition to any notes about the interaction.

You have successfully conducted an interaction.

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