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Pre-training common phrases with customer utterances

Updated on March 16, 2021

Training the suggested replies feature of Augmented Agent consists of defining the customer inputs, also known as customer utterances, that will trigger the Augmented Agent to suggest a response from a common phrase.

Pega Customer Service Implementation Guide

The following figure shows the Phrase name Pause service, and the Phrase category Billing in the Add phrase dialog box. You configure the customer utterance by clicking +Add utterance, and configuring the customer input, for example:

  • What happens to my bill when my service is paused?
  • What is my financial impact when I pause the service?
  • Is there any fee for pausing my service?
  • What is the cost of pausing my service?
Customer utterances and suggested reply
Customer utterances and suggested reply

You must also configure the Phrase text, which enables the Augmented Agent to suggest possible responses in chat interactions. For example, the agent suggests that Yes, there is a small service fee of $20 that you will continue to pay each billing period. Do you want to go ahead with the pause service? for any of the customer utterances listed above. Most of the time, the Augmented Agent takes the burden of typing the entire reply off the CSR. The CSR can choose to send the suggested reply, edit the reply, or create a new reply, if the suggested response is not completely appropriate in the context of the customer utterance.

Note: The customer utterances that you define to match common phrases do not have to match the actual customer input to trigger a suggested reply. For example, if the customer input is Do I have to pay any fee for pausing my service?, the Augmented Agent matches the pattern of the customer input with the closest customer utterance, and then triggers the suggested reply even if the customer utterance that you define under Seed customer utterances differs from the actual customer input in the chat interaction.

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