Messaging AI

Based on the context of the conversation, Messaging AI recommends one or more case types to CSRs to help handle the customer inquiry.

CSRs use preconfigured cases to help resolve customer issues. By using a case, CSRs walk through a defined process that displays forms to gather the appropriate information and process the customer request.

For example, a customer initiates a chat with a live CSR to make a payment. The following conversation occurs:

CSR: How can I help you today, Mr. Brown?

John Brown: Hi, I would like to make a Premium bill for my account.

CSR: Sure. Let me help you with that.

Messaging AI detects the context and suggests the Make payment service case in the Intelligent Guidance section of the Interaction Portal. The CSR clicks the suggested case to process the customer request.

While CSRs process a customer request, the case displays forms to gather customer information, such as shipping addresses or account-related information. Messaging AI can autofill form fields with information that the customer provides during the chat conversation.

The form autofill populates empty form fields, and it does not overwrite existing customer information.

Messaging AI detects entities such as a name or date of birth from the conversation and automatically populates the corresponding fields in the case type. CSRs can either approve or reject each entry. With form autofill, Messaging AI makes suggestions as appropriate before submitting the form by the CSR. This feature improves the productivity of CSRs by automating labor-intensive, repetitive work.

For example, a customer initiates a chat with live agent to update the address, and the following conversation occurs:

CSR: How can I help you today, Mr. Brown?

John Brown: I recently moved and would like to update my address.

CSR: May I have the new address and phone number for your account, please?

John Brown: 25 Rogers Street, Cambridge, MA. My phone number is 617-374-9637.

Messaging AI automatically fills empty fields. If a field in the form already has an entry, it is not overwritten. Messaging AI detects the address entities, and then adds them to the form. 

The CSR sees the completed fields and can click the green checkmark to approve each entry.

Messaging AI uses autofill to provide "hands-free" form field entry and reduce handling time for CSRs.

A customer may ask for specific information about a policy, product, or case during a real-time chat interaction. Messaging AI quickly can search the knowledgebase of an organization and recommend relevant Pega Knowledge articles to CSRs.

For example, during a chat interaction with a CSR, a customer wants to learn more about auto loans. The following conversation occurs:

CSR: How can I help you today, Mr. Brown?

John Brown: What types of auto loans are available?

CSR: Sure. Let me help you with that.

Messaging AI provides a knowledge suggestion. The CSR clicks the suggested article to read the details and can relay the information through the chat or by emailing the article to the customer.

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

• About Messaging AI.
• About the case type suggestions feature of Messaging AI.
• About the form autofill feature of Messaging AI.
• About the knowledge suggestions feature of Messaging AI.