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Manager alerts

Pega Voice AI™ can alert managers in real time when it detects specific entities or topics in a conversation. Natural language processing (NLP) analyzes the customer conversation to identify words and phrases associated with an entity or topic. The system monitors both customer and CSR voice streams to trigger alerts.

For example, you can set up a manager alert to trigger when a customer or the CSR uses abusive language during an interaction. A customer calls U+ Bank support about an ongoing disputed transaction case and says, "It has been weeks since I first reported the charge, and this situation has become a sh** show." Voice AI detects abusive language in the customer's comment and triggers a manager alert.

The following figure shows the real-time manager alert that the customer's language triggers:

A manager alert triggered by abusive language used by a customer

Manager alerts enable managers to intervene in CSR calls in critical situations and identify coaching opportunities, compliance issues, and improvements to Voice AI suggestions.

You create manager alerts in the Voice AI channel. You can also configure the system to periodically send alert summaries to managers.

To associate topics and entities with a manager alert, you need to:

  • Associate an NLP model with the channel (or create keywords for the topic or entity).
  • Configure the manager alert.

How Voice AI identifies abusive language and sends a manager alert

Pega Voice AI uses entities and topics to associate words and phrases that can trigger an alert. When you add an alert, you set the alert type (either entity or topic), alert value (the name of the entity or topic), and the message that is displayed when the alert is triggered.

In the Voice AI channel, on the Configuration tab, you can view existing manager alerts and create new alerts.

The following figure shows the alerts that the U+ Bank support team uses:

List of configured manager alerts used by the U Bank support team

To configure a manager alert, you select an existing topic or entity, and add the alert message, as shown in the following figure:

Create manager alert dialog showing the list of available topics

An entity or topic used in a manager alert requires an associated set of words and phrases that trigger the alert. For example, the manager alert for the Abusive entity uses a preconfigured set of words and phrases that are part of an entity model.

In the Voice AI channel, on the Behavior tab, you can open the Text Analyzer to view the topic and entity configurations, as shown in the following figure:

Text Analyzer section showing settings for NLP models

Data scientists create and maining the models in Prediction Studio. You can click Open Text Prediction to view the entity and topic models in Prediction Studio.

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