Notification cards for suggestions

In this video, learn about notification cards and the logic behind their presentation in the Interaction Portal. 

During customer interactions, CSRs can resolve customer issues more quickly and improve outcomes using AI-driven suggestions. Notification cards are suggestion prompts for CSRs in the Interaction portal. They represent suggested actions, Customer Decision Hub offers, and/or articles that are relevant to the current context. 

There are four types of notification cards: suggested actions, top offer, suggested articles, and case match.

Generally, a maximum of three notification cards are displayed in the lower left-corner of the Interaction Portal during customer interactions. If there is a case match recommendation, the system presents it at the top of the stack as a fourth notification card. 

Take a closer look at the ranking of notification cards in the Interaction Portal. 

Ranking of notification cards occurs by category. The first category is for suggested actions, which result from deterministic logic, or a topic detected through Voice AI. An example of deterministic logic is to suggest sending 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. 

The second category is for the next best actions or offers that Pega Customer Decision Hub suggests. The third category is for suggested Knowledge Management (KM) articles detected through Voice AI. The fourth category is for a case match recommendation. 

A case match is suggested when there is an existing case for the customer that remains unresolved. For example, when a Dispute transaction case is not resolved during a previous customer interaction, the system suggest the Dispute transaction case as a case match to continue where the interaction left off.

The case match recommendation is ranked ahead of the other recommendation categories and is placed at the top of the stack.

Each category has a single slot. If there is no recommendation for a category, another category can occupy the slot based on the overall ranking. For example, two suggested actions are displayed on the Interaction Portal if there are no articles to suggest. 

When CSRs dismiss or open one of the visible notification cards, the next highest priority, not-yet-visible notification card occupies the available slot to reach the maximum count. 

Consider the following scenario: a CSR logs in to the Interaction Portal and receives an incoming call from an existing customer, Sara Connor. The CSR accepts the call and receives a notification that the system suggests two actions and a knowledge article for Sara Connor. 

Article suggestions are displayed only when Voice AI detects them during a customer interaction. For example, a customer calls U+ Bank support and says, "I want to add my newborn as a dependent." Natural language processing (NLP) detects "newborn" and "dependent" as key terms, and then suggests the "Adding child dependents to plans" knowledge article.

In the Suggestions section, three suggestions are available for the Actions category, and one is available for the Articles category. No suggestions are available for the NBAs and Case match categories. 

In the Interaction Portal, the CSR receives suggestions for the first two actions and the article due to the following conditions:

1. A maximum of three notification cards can be displayed at a time. 

2. Each category is guaranteed a single slot, and

3. When there is no suggestion for a category, another category can use its slot according to the overall ranking. 

Observe the Suggestions section. Action 1 is the first suggestion, followed by Action 2 and Action 3 because the system iterates once through all the categories when a CSR launches an interaction with a customer. Each action has a defined When condition. If the action meets the condition, then the action is added to the suggestions list. The actions are displayed in the Interaction Portal on a first-come-first-serve basis. As a result, the CSR does not receive Action 3 as a suggestion in the Interaction Portal. 

Look at another example of suggested actions.

The suggested actions are deterministic or Voice AI-generated.

When there are only deterministic action suggestions, the system adds the action to the list of suggestions only when the defined condition is satisfied. For example, there are three action recommendations: Action 1, Action 2, and Action 3. 

When the CSR launches an interaction with a customer, the CSR receives suggestions for Action 1, Action 2, and Action 3 because a maximum of three notification cards are displayed at a time, and there are no suggestions for the other categories. 

A Voice AI-generated suggestion always takes precedence over deterministically generated actions. For example, there are three deterministic suggestions: Action 1, Action 2, and Action 3, and one Voice AI generated recommendation: Voice AI Action 4. 

When the CSR launches an interaction with a customer, the CSR receives the suggestions for Voice AI Action 4, Action 1, and Action 2 because the Voice AI generated suggestion always takes precedence over deterministic suggestions. And, because only three notification cards are displayed at a time, there is no room for Action 3. 

When Customer Decision Hub suggests a new next best action, the next best action occupies the second slot in the order; Action 2 is no longer displayed to the CSR because each category is guaranteed a single slot and a maximum of three notification cards are displayed at a time. 

When a CSR opens or dismisses a notification card, the Interaction Portal has room for the next notification card according to the overall ranking. 

If a CSR dismisses the next-best-action suggestion, the Interaction Portal has room for the next available suggestion. For example, Action 2.

When Voice AI suggests a new article (Article 2), the existing article (Article 1) is no longer displayed. A notification card for the new article from the Voice AI suggestion occupies the slot.

If the CSR dismisses the Voice AI-suggested Article 2, the system makes room for the next available knowledge article, Article 1.

When Voice AI generates a new next-best-action suggestion from Customer Decision Hub, the next best action occupies the second slot in the order, and Action 2 is no longer displayed to the CSR.

When there is a case match suggestion, it is displayed at the top of the stack. The case match suggestion ranks ahead of all other categories.

You now know how the notification cards are displayed in the Interaction Portal. You have reached the end of this video.