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Messaging AI

Updated on December 3, 2021

Messaging AI assists CSRs during live chat interactions by providing contextually relevant, real-time suggestions that enhance the experience of CSRs and customers.

Pega Customer Service Implementation Guide

Powered by natural language processing (NLP) and emotion detection capabilities, Messaging AI uses context to drive intelligent guidance to the CSR. Messaging AI also provides post-chat analytics that can help customer service teams make better recommendations and enhance the customer experience.

Messaging AI includes the following features:

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

For more information, see Configuring case suggestions.

Form autofill
Messaging AI detects entities from the conversation and automatically populates the corresponding fields in the case type. CSRs can either approve Messaging AI suggestions or overwrite the fields as appropriate before submitting the form. This feature improves the productivity of CSRs by automating labor-intensive, repetitive work.
Knowledge suggestions
Based on the context of the conversation, Messaging AI recommends relevant Pega Knowledge articles to CSRs, resulting in quicker and more accurate responses to customers.

For more information, see Configuring knowledge suggestions.

Messaging AI comes tightly integrated with Pega Customer Service, providing a seamless and unified experience for CSRs.

See the following topics for more information about Messaging AI:


Pega Customer Service 8.7 Pega Customer Service for Communications 8.7 Pega Customer Service for Financial Services 8.7 Pega Customer Service for Healthcare 8.7 Pega Customer Service for Insurance 8.7

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