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Suggesting a service case through deterministic logic


During a customer interaction, CSRs can receive suggestions through notification cards that represent service cases they might want to launch next. These service cases result from deterministic logic or a topic that the built-in Artificial intelligence of Pega Customer Service™ dynamically detects through voice or chat.

For example, a CSR receives a suggestion to send a billing statement when a customer calls to request a change of address or, more specifically, on the condition that an Address change case begins.

This topic shows you how to suggest the Address change case to a CSR by defining a business condition.

MyCo, a telecommunications company, wants its CSRs to receive a notification card that suggests an action to change an address when the conversation begins only if the customer has an account that is associated with the business.

To implement this business requirement, in the navigation pane of App Studio, click Control Panel > Case Types, and then select the Address Change case.

On the Settings tab of the case type, select Suggested actions category to define conditions for the case type.

Click Add to add the business condition.

The suggested action screen

In this scenario, MyCo wants the system to suggest the Address change case to CSRs when the conversation begins if the customer has an account that is associated with the business.

In the Suggested when list, select Is verified and has a service account. In the Action list, select Suggest. In the Reason for suggestion field, enter a reason for notifications card type suggestion.

An added business condition

Save the configurations, and then begin an interaction with an existing customer, Sara Connor. Observe that the system suggests the Address change case as a notification card in the lower-left corner of the Interaction Portal.

You have reached the end of this demonstration. You have learned:

  • How to suggest a case type to CSRs by defining a business condition.


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