Interaction summaries using Pega GenAI
Pega GenAI will automatically summarize message transcripts between customer service agents (CSRs) and customers during the wrap-up process. This will reduce the need for CSRs to manually write notes and significantly improve handle times in contact centers.
Video
Transcript
This demonstration illustrates a typical chat interaction a customer might have with a CSR. Emily Foster's credit card is damaged, and she wants to get a new one. She logs into the U+ website and selects the Replace Damaged Card option to request a new card. Emily's request fails because her address might be incorrect, as U+ has received undeliverable mail from her.
Emily decides to initiate a chat with an agent. She clicks the Chat icon and then the Chat with an agent option. She is then asked about the purpose of her chat request, and she selects Cards.
CSR Chris Layborn receives a new chat request and accepts it to begin a chat interaction. He receives a suggestion to perform an address change for Emily because of her undeliverable mail. Chris selects the suggested reply to Emily and sends it.
Emily confirms that this is the issue she wants to resolve, and Chris initiates the Address Change case. Emily provides Chris with her new address. The Messaging AI prepopulates the form, and Chris verifies the new address. Chris then finalizes the address change service case.
Chris then selects the Replace Card suggestion that he received, as that was the primary reason why Emily Parker contacted him. Chris finalizes the Replace Card service case by interacting with Emily.
Emily asks Chris if she can transfer her balance between her two cards, prompting a knowledge article suggestion for Chris. He selects the suggestion, and the knowledge article appears on the right. Chris searches the article, finds the answer, and copies and pastes the answer to Emily. Chris asks if there is anything else he can assist Emily with.
Emily has no further needs, so the interaction is complete. Chris clicks Wrap up. When the Wrap up loads, Pega GenAI™ creates a comprehensive summary of this interaction. This enables Chris to submit the summary and know that the interaction has been accurately documented. By reducing the time Chris spends in wrap up, he can assist the next customer more quickly.
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