Configuring a suggested knowledge article
The Messaging AI recommends relevant Pega Knowledge articles to CSRs to help handle customer inquiries, resulting in quicker and more accurate responses to customers. Knowledge article suggestions save CSRs the time of having to find articles based on the context of the conversation.
Video
Transcript
This demonstration shows you how to configure a knowledge suggestion.
Consider a scenario in which a customer initiates a chat session with a live CSR and states that she wants to get information about a new vehicle loan. The expected outcome is that Messaging AI analyzes the conversation, and then suggests the What types of auto loans are available? article to the CSR.
To obtain this outcome, navigate to the Configuration tab of your Digital Messaging interface. In the Suggested knowledge section, click Add suggested knowledge.
In the Topic field, enter Vehicle loan.
Select the Suggest specific content as a Suggested action checkbox.
In the Search field, enter Auto loans to filter. The dialog box displays all the available articles.
Select the What types of auto loans are available? article. The dialog box shows the article title and the abstract of the article.
Click Submit to add the knowledge article.
On the Behavior tab, click Edit topics, and then in the Approximate match field, enter the following keywords: loan, car, vehicle, rate. These keywords quickly feed words to the model.
Save your channel configuration, and then test the new case by considering 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 CSR and states that she wants to get information about a new vehicle loan.
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 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 ask about a new car loan."
The CSR sees that the Messaging AI suggests the What types of auto loans are available? knowledge article. He reads the article and responds to Mrs. Biggs.
You have reached the end of this demo. You have learned:
- How to configure a knowledge article suggestion.
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