Configuring a knowledge article suggestion

5 Tasks

5 mins

Visible to: All users

Beginner

Pega Customer Service 8.7

English

Scenario

Customers of U+ Bank initiate a chat session with a live CSR and state that they want to know about the credit card benefits. The expected outcome is that Messaging AI analyzes the conversation, and then suggests the Pros and cons of credit cards article to the CSR.

Use the following credentials to log in to the exercise system:

Role	User name	Password
Self-Service Application Administrator	Eduselfserviceadmin	rules
Customer Service Representative	CACSR	password123!

Your assignment consists of the following tasks:

Task 1: Add knowledge article

On the Configuration tab of your Pega Digital Messaging interface, in the Suggested knowledge articles section, add the knowledge article.

Task 2: Edit topics

In the Text Analyzer section of the Behavior tab, enter words that can trigger the article.

Task 3: Make a CSR available

Task 4: Initiate a chat with a CSR

Task 5: Confirm your work

On the Interaction Portal, confirm that the Messaging AI analyzes the conversation, and then suggests the Pros and cons of credit cards article to the CSR.

Challenge Walkthrough

Detailed Tasks

1 Before you begin

If you requested a new Pega instance, ensure that you complete the Creating a Digital Messaging interface challenge before you continue to the next task.

2 Add knowledge article

Log in as a system architect, using the User name Eduselfserviceadmin and the Password rules.
In the navigation pane of App Studio, click Channels to open the Retail bank Digital Messaging interface.
On the Configuration tab of the Digital Messaging interface, in the Suggested knowledge articles section, click Add knowledge article.
In the Associated topic list, enter Credit card.
Click Filter by category, and then select Credit Card Information.
Select the Pros and cons of credit cards article.
Click Submit to add the knowledge article.

3 Edit topics

Click the Behavior tab to enter words that can trigger the knowledge article.
In the Text Analyzer section, click Edit topics button.
Search for the Credit card topic.
- In the Approximate match section, enter words, such as: Pros,cons,benefits,advantages,disadvantages
Click Submit to save the changes.
In the upper-right corner, click Save to save your updates.

4 Make a CSR available

Log in to the Interaction Portal, using the User name CACSR and the Password rules.
In the header, click the Chat icon to make the CSR available.
Click Manage queues, and then select the queues to receive requests from customers.

Click Save to make the CSR join the queues.
Click Make me available to enable the CSR availability for a live conversation with customers.

5 Initiate a chat with a CSR

Select U+ Bank to open the U+ Bank website.
Click the chat icon to open the chat widget.
Start a conversation by entering Live person in the chat window to connect with a live CSR.

Note: You can also enter Help, chat with agent, human, real person to connect with a live CSR.

Select the I have a general questions option, and then proceed to initiate a chat with a live CSR.
Accept the call.

Confirm your work

Confirm that the Messaging AI analyzes the conversation, and then suggests the Pros and cons of credit cards article to the CSR by using the following the conversation:
CSR: Thank you for contacting U+ Bank. Can you please provide your name and account number?

Customer: Sure. My name is Kristina Korkova, and the account number is 123456.

The CSR searches for the account number, and then identifies the name associated with the account number.
After finding the customer record that has the given account number and name, the CSR selects the record, and then clicks Submit.
The conversation continues:
CSR: How can I help you today, Ms. Korkova?

Kristina Korkova: Hi, I would like to know about the advantages and disadvantages of having a credit card.

CSR: Let me help you with that.

Messaging AI detects the context, and then suggests the Pros and cons of credit cards article in the Intelligent Guidance section of the Interaction Portal. The CSR clicks the article, and then gives the relevant information to the customer.