Mapping entities to case properties

Consider a scenario in which a customer calls in to provide a new address for their account. The expected outcome is that Pega Voice AI extracts the address entities (city, state, zip code) and fills the corresponding fields in the address change form.

To achieve this outcome, you map the entities commonly found in a customer address to the case properties in the Account Address Change form.

Log in to Pega Customer Service as an administrator. Click Channels and then click the Voice AI channel.

The Configuration tab shows the suggested cases.

Select the Account Address Change configuration, then click the Entities extraction tab.

Map the address entities to the appropriate case properties.

Submit the changes.

Save the channel configuration.

Consider the following scenario to learn how Form autofill works with a live call:

Bob is a CSR for U+ Bank. Bob logs in to the Interaction Portal. He has an incoming call from a customer, Sara Connor. Bob accepts the call and asks how he can help. Sara says "I recently moved and would like to update my address." Bob sees that the Interaction Portal suggests the Account address change case. He opens the case, which displays the address change form.

Bob asks for the address information. Sara provides her new address.

Voice AI detects the address entities and adds them to the form. All entities are available to Bob in the entity list.

Bob completes the address change form.

You've reached the end of this video.

[Bob] How can I help you today, Ms. Connor?

[Sara] I recently moved and would like to update my address.

[Bob] May I have the new address and phone number for your account, please?

[Sara] 25 Rogers Street, Cambridge, MA. My phone number is 617-374-9637.