Configuring Pega GenAI suggested replies

This video shows you how to configure Pega GenAI suggested replies.

Consider a scenario in which U+, a retail bank, has integrated Pega GenAI and Dialogs into its existing customer service platform. Now, the bank aims to configure Pega GenAI suggested replies to analyze customer inquiries in real time and provide automated responses to CSRs during live interactions. This integration eliminates the need for CSRs to search for information or browse through knowledge articles manually.

To implement the business scenario, log in to Infinity Studio and, in the application header, click the Application menu. Click Settings > Control Panel > Engagement Channels > Messaging > Suggestions & AI features > Start.

In the Case "dialogs" for suggested replies section, select the Show dialogs as suggested replies checkbox to display the dialog as a suggested reply to the CSR.

In the GenAI suggested replies section, select the Enable Pega GenAI suggested replies checkbox to receive suggested replies from Pega GenAI.

Moving on to the Configure data sources for Pega GenAI suggested replies section. Here, you can provide inputs to Pega GenAI suggested replies:

• If you want PConfigure data sources for Pega GenAI suggested replies ega GenAI to suggest replies based on knowledge articles, select the Knowledge articles checkbox.
• If you want Pega GenAI to draw suggested replies from common phrases to help your CSRs, select the Common phrases checkbox.
• If you want Pega GenAI to tailor its suggestions based on specific customer account details, select the Customer account information checkbox.

In the Messages to be passed as context when generating suggested replies list, specify how many messages to pass to Pega GenAI:

• To pass all messages, select All.
• To pass a specific number of messages, select Custom, and then enter the number in the Number of messages considered field.

To generate suggested replies automatically without clicking the Suggest reply button in the chat panel, select the Allow auto-generation of GenAI suggested replies checkbox.

In the Automatically generate a suggested reply if CSR has not responded in field, enter the number of seconds the system waits for a CSR response before automatically generating a suggested reply.

To hide the button when auto-generation is enabled, select the Hide GenAI suggested reply button when auto-generation is enabled checkbox.

There is also a sample prompt outlined, but you can alter the prompts to fit their communication style better and tweak the resulting suggestions.

Save your changes.
Now, test the scenario with a live agent. A CSR logs into the Interaction Portal to address customer inquiries. A customer initiates a chat session with a live CSR, reporting no audio when using a new cable.

The CSR receives an incoming call from a customer, accepts the call, and then asks for the account number or Email address of the customer.

The customer enters her name and Email address in the chat window. The CSR searches for the Email address and finds the account of the customer, and then asks how they can help.

Ms. Williams states that she is experiencing an issue with her HDMI cable.

The CSR can click Suggest Reply to generate a reply from Pega GenAI. He can then expand the widget to see the suggested reply received from Pega GenAI for the issue mentioned by the customer.

The widget also displays error messages if something goes wrong. In the widget, the CSR can either send the reply to the customer or move it to the compose area for editing prior to sending.

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

• How to configure Pega GenAI suggested replies.