Suggesting an open complaint case

This demonstration shows you how to suggest an open or incomplete case as a case match suggestion in the Interaction Portal.

MyCo, a telecommunications company, wants its system to present the most recent open Dispute transaction case as a case match suggestion to the CSR in the Interaction Portal.

To implement this business requirement, in the navigation pane of App Studio, click Settings, and then select the General tab.

In the list of General settings, select Suggestions to enable and configure AI-driven suggestions.

In the Open cases section, select the Enable open case review checkbox to use the case match feature to present open or recent cases for review as the next best action.

In the Sort cases by drop-down list, click Most recent to meet the business condition. The Most recent option includes the cases that you most recently created, and Pega Customer Service uses deterministic logic to categorize cases as most urgent.

Click Add criteria to define the criteria for open or incomplete cases that you want suggested during a customer interaction.

In the Configure suggested case criteria dialog box, perform the following steps:

1. In the Criteria field, enter text describing the unresolved situation, for example, Dispute transaction complaint not resolved.
2. In the Description field, enter text suggesting a case, for example, Suggest open complaint case which is escalated.
3. In the Case type drop-down list, select an appropriate case type, for example, Dispute transaction.
4. To determine the time frame for your case search, in the Period drop-down list, select a time period, for example, Last 7 days.
5. In the Set conditions section, add properties to further define the search. Every criterion comes with the default properties when added, such as Contact ID, Account Number, and Case status. In this case, to meet the business requirement, you can use the default properties and set their relationship as follows:
   1. The ContactID and Account number must be the same as in the interaction.
   2. The Case status must not include any resolved cases.
      

Once you have finished adding the properties, submit the configurations and then save the changes.

Now, test the business scenario by clicking Preview in the header of App studio. Launch an interaction with an existing customer, Sara Connor, and then observe that the system suggests the Dispute transaction case as a case match in the lower-left corner of the Interaction Portal.

Do you know why the system suggests the Dispute transaction case to the CSR? If you look at the Recent tasks section, the Dispute transaction (C-1020) case is open and not resolved, so the system suggested the same unresolved case as a case match suggestion to the CSRs to resolve before the customer interaction begins.

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

• How to suggest an open or incomplete case as a case match suggestion in the Interaction Portal.