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.

Video

Transcript

This demonstration 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 Case types, and then select the Account address change.

On the Settings tab of the case type, select Task behaviors category to define conditions for the case type.

On the General tab, click Add new to add the business condition.

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 Display suggested action when list, select Check customer has an associated account. In the Action list, select Suggest. In the Reason for suggestion field, enter a reason for notifications card type suggestion.

Note: If the Add Task menu category list is not autopopulated, select Account to display the settings.

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.