Configuring a suggested case
The Messaging AI can suggest appropriate cases to CSRs to help handle the customer inquiry and reduce the average call time for a CSR. Case suggestions save CSRs the time of having to find case types based on the context of the conversation.
Video
Transcript
This demonstration shows you how to configure a case suggestion.
Consider a scenario in which a customer initiates a chat session with a live agent and states that she wants to file a complaint about the recent billing discrepancy on her account. The expected outcome is that Messaging AI analyzes the conversation, and then suggests the File a complaint case to the CSR.
To obtain this outcome, navigate to the Configuration tab of your Digital Messaging interface, and then click Add case type to add a case in the Content section.
In the Response configuration dialog box, you select the File a complaint case type, and then add a Create case command. The create case command is a topic added to your Digital Messaging interface channel, and then that triggers Messaging AI to suggest the case type for File a complaint to the CSR if Pega Customer Service™ application detects that command. This topic is associated with the case type for File a complaint.
On the Text analysis tab, you add words that a customer might use to identify the topic. For example, file, complaint, raise, request, and issue are words that the Messaging AI uses to trigger the File a complaint case.
These keywords quickly "feed" words to the model. As Pega Customer Service™ runs cases, the Natural Language Processing (NLP) model learns and associates more words with the case type. You can access the associated models in the Prediction Studio, which provides more detailed configuration settings.
You save your channel configuration.
Consider the following scenario to learn how the case works with a live agent.
A CSR logs in to the Interaction Portal to handle inquiries. A customer initiates a chat session with a live agent and states that she wants to file a complaint about the recent billing discrepancy on her account.
The CSR receives an incoming call from the customer. The CSR accepts the call, and then asks for the name and email ID of the customer.
The customer enters her full name and email id in the chat window.
The CSR performs a search using the customer's first name and finds the customer's account. The CSR asks her how he can help.
Mrs. Biggs types in the chat window, " I would like to file a complaint about the recent billing discrepancy on my account."
The CSR sees that the Messaging AI suggests a File a complaint case in the Suggested actions section of the Interaction Portal.
You have reached the end of this demo. You have learned:
- How to configure a case suggestion.
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