Module Quiz

Integrating Co-Browse in Web Messaging

Pega Co-Browse facilitates customer engagement on your website by offering a visual and collaborative experience. It assists customer service representatives (CSRs) in guiding customers toward self-service solutions while resolving their issues. The CSR and the customer can view the same webpage, which fosters efficient collaboration. CSRs can navigate the website alongside customers and help them find information and emphasize specific elements by clicking on them. This interactive approach aims to resolve issues quickly, improve customer satisfaction, and empower customers to accomplish their goals with the help of guidance from CSRs.

Video

Transcript

This video shows how to integrate Co-Browse in Web Messaging.

U+ Bank, a retail bank, wants to integrate Co-Browse into its contact center to assist its customers in finding the required information.

To implement the business scenario, in the navigation pane of App Studio, click Control Panel > Engagement Channels > Messaging > Co-Browse > Start button.

Select the Enable Co-Browse checkbox to allow a CSR and customer to view the same webpage during a chat interaction simultaneously.

In the Co-Browse host server URL field, Co-Browse token field, and Co-Browse API key field, enter your organization specific URL, token, and key respectively.

The Co-Browse host server URL, Co-Browse token and Co-Browse API key enable the use of Pega Co-Browse from Pega Customer Service™. Connect Pega Customer Service to the Pega Co-Browse server and configure the API token and API key associated with your Pega Co-Browse account.

Note: For more information on how to connect Pega Customer Service to the Pega Co-Browse server, see Connecting Pega Customer Service to the Pega Co-Browse server.

Select the Enable Co-Browse Playback checkbox to allow managers and CSRs to view recorded Co-Browsing sessions in the Recent Interactions section of the Interaction Portal.

Click Save for the changes to take effect.

Next, test Co-Browsing in the following scenario: a CSR logs in to the Interaction Portal to address inquiries. Sara Connor, a customer of U+ Bank, wants to learn more about the credit cards that the bank offers her. She logs into the U+ Bank website and tries to look for information on credit cards. Unfortunately, she cannot find it. She now initiates a chat session with a live CSR to seek help.

The CSR receives an incoming call from the customer. The CSR accepts the call, and then asks for the full name and Email ID of the customer. The customer enters her full name and Email ID in the chat window.

The CSR searches for the Email ID and finds the customer. The CSR asks her how he can help.

Sara Connor requests information about credit cards on the website. The CSR requests a Co-Browse session. Sara accepts to share her screen. The CSR launches Co-Browse and guides Sara to the credit cards link. Sara clicks on the link and lands on the credit cards page which has the information that she wants to know.

The CSR can guide the customer using three modes, namely Highlight mode, Scribble mode, and Control mode. In Highlight mode, CSR can highlight the elements on the UI. In the Scribble mode, CSR can draw on the Co-Browse screen, which is displayed on the customer screen, whereas in the Control mode, CSR gains complete control of the customer screen and can perform different input actions, such as clicks or entering text.