Configuring a topic for Knowledge Buddy

Consider a scenario where a customer calls the support center and wants to get information about moving their telecom service to a new address. The expected outcome is that Pega Voice AI detects the question and sends it to the knowledge buddy. The knowledge buddy displays content related to the selected topic.

To accomplish this outcome, log in to Pega Customer Service as an administrator. Open the Voice AI channel.

On the Configuration tab, in the Suggested knowledge section, click Add suggested knowledge. In the dialog box, add the topic: Move service.

On the Knowledge Buddy tab, select the appropriate buddy name from your configured knowledge buddies.

Ensure that the Detect questions found in conversation check box is selected.

You can use the Additional criteria for question detection prompt field to filter the detected questions. You want the buddy to detect questions related to relocation of services, so you enter: Only detect questions related to relocation of services and fees.

Use the Detect questions for field to determine which CSRs should see a detected question. You can detect questions for all CSRs or filter the questions presented based on the skills and proficiencies defined for a CSR. For example, if you select the MoveService skill with proficiency below 3, the system detects questions only if the CSR's proficiency is less than 3, or the CSR does not have the MoveService skill.

Select the Auto answer questions checkbox when you want knowledge buddy to automatically display detected questions and answers in the Interaction Portal. Use the Confidence level above field to enter the confidence level required for the system to automatically answer the question. You can use the scale to increase or decrease the level.

Use the Answer questions for field to determine which CSRs should have the auto answer feature. For example, if you select the DeviceTradeIn skill with proficiency below 4, the system auto-answers questions only if the CSR's proficiency is 3 or less, or the CSR does not have the DeviceTradeIn skill.