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Interaction management

Updated on January 21, 2022

Pega provides numerous capabilities for interaction management, starting with customer self-service options, and including capabilities that empower CSRs to deliver compelling and successful service experiences to customers.

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Chatbots and other virtual assistants

The following table showcases the chatbot capabilities for different channels.

Note:

In the following table, the column values are as follows:

  • Web Messaging or Legacy Webchat
  • SMS/MMS
  • Facebook Messenger
  • Twitter Direct Message
  • Apple Business Chat
  • WhatsApp
  • Interactive Voice Response (IVR)
  • Pega Email Bot
  • Mobile Messaging SDK
  • Client Channel API
Feature API
Proactive chat / AI-driven offers and suggestions
Styling and branding configuration
Embedded knowledge

Channel switching
Authentication support

Service case execution

Attachment / image support

Button support

Menu support

Usage metrics

Escalate interaction and open service cases to a CSR

Asynchronous messaging (support for long running interactions)

  • Personalized IVR is an API that provides the ability to inject Pega content in order to personalize the IVR experiences delivered by your existing IVR vendor.
  • Users have the ability to switch from the Web Messaging channel to a different messaging channel, mid-interaction.
  • Button support and menus support/equivalents (text inputs) are supported for WhatsApp and SMS.

The following figure shows the user experience for channel switching:

Channel switching
Users can switch channels during an interaction

Contextual, digital self-service for web and mobile mashup

With Pega Web mashup and through RESTful web service APIs, you can build powerful digital engagement experiences across all customer touch points, transforming your ability to engage customers where and when they want.

Web and mobile mashup capabilitiesWeb mashupRESTful APIs
Dynamic case management for service requests
Real-time, omni-channel AI
Knowledge articles

Chat and messaging

The convenience and usability of web and digital messaging have made them the preferred engagement channels for many customers, thanks to their proximity to self-service options such as chatbots, knowledge articles, and web self-service pages. Note that all chat and messaging interactions are served to CSRs working through the Interaction Portal. Pega Customer Service for Insurance does not support the ability to use those channels as stand-alone components or through third-party desktops.

Note:

In the following table, the column values are as follows:

  • Web Messaging or Legacy Webchat
  • SMS/MMS
  • Facebook Messenger
  • Twitter Direct Message
  • Apple Business Chat
  • WhatsApp
  • Mobile Messaging SDK
  • Client Channel API
Capabilities API
Pre-chat questions
Concurrency management (global, queue, or by CSR)
Initiate a co-browsing session
Channel switching
Wait time calculations
Deferred queuing and routing (when CSRs are not available)
Post-chat surveys
Content linking (knowledge article sharing)
Dynamic common phrases
Page push (takes the customer to a different web page)
Transfer to queue or agent
CSR availability (presence) management
CSR notifications (audio, visual)
Attachment / image support
Emoji support
Share transcript
Usage reporting
Skills-based routing
Third-party routing (routing decision made external to Pega)

Users have the ability to switch from the Web Messaging channel to a different messaging channel, mid-interaction.

The following figure shows a WhatsApp conversation with an embedded image as shared by a CSR:

WhatsApp conversation with embedded image
Embedded image in a WhatsApp conversation

Pega Call

Pega Customer Service for Insurance provides support for a wide range of telephony use cases, including inbound and outbound calls, through Pega Call. Pega Call comes with a large set of pre-packaged connectors to popular CTI platforms and extensibility to other platforms and custom features through Open CTI APIs.

CapabilitiesAvaya AACAvaya AES JtapiGenesys PureEngageCisco ICM/UCCCisco Finesse / Webex CCE
Login
Ready/available and other availability state management
Ready/available with work mode
Not Ready/unavailable with reason code
Logout
Logout with reason code
Screen pop
ANI lookup / search
After call work
Make/place call
Hold/pause
Consultation call
Hang up/release
Drop party
Retrieve/resume
Merge/conference
Send DTMF (Digits/Tones)
Warm transfer
Blind transfer
Phonebooks
Click to call
Callback (on disconnect)

In addition, Pega Customer Service for Healthcare also supports leading embeddable cloud CTI technologies and embedding native web call controls into the Pega Customer Service for Insurance Interaction Portal.

CapabilitiesGenesys Cloud CXFive9Amazon Connect
Login
Logout
Screen pop
ANI lookup / search
Warm transfer / blind transfer, voice and Data transfer (illustrated in the figure after this table)
Click to call
Callback (on disconnect)

The following figure shows a transfer of voice and data through a Pega feature used alongside the Genesys Cloud CX embedded call control:

Transfer voice and data
Three images of the mobile UI that show the voice transfer process

Real-time co-browsing

Share the same web page with just a single click. Pega Co-Browse lets customers share their web browser with a CSR, enabling the CSR to provide instruction, coaching, and guidance to address customer needs.

CapabilitiesChatPhone
Selecting and highlighting information on the page
Cursor and role visibility
Off-the-screen pointers to information
Scribble (lets the CSR draw and write on the screen)
Recording and timelines
Control mode (the CSR controls the browser window)
Permission granting (the customer gives the CSR visibility or control)
Masking or hiding information from the CSR
iFrame / subdomain navigation

Email management

Email continues to be an important customer engagement channel for businesses. Pega Customer Service for Insurance supports a wide range of functionality for both inbound and outbound email use-cases, allowing multi-party conversational email interactions for interaction management and notifications. AI capabilities, such as entity detection, training and learning models, as well as straight-through processing, are covered in a later part of this document.

CapabilitiesEmail
Multi-party email support (*illustrated in the figures after this table)
Forward emails to third parties
Attachment support
Undelivered email notifications (*illustrated in the figures after this table)
Email templates and signatures
Save as draft
Associate/disassociate a case from an email thread
Automated routing and case creation
Routing based on topic, sentiment, language or rule
Automated replies
Suggested cases/tasks
Inbound or outbound email
Email notifications
Workbaskets / Get next email
Common phrases

The following figures shows the CSR email experience:

CSR replying to an email
Reply interface for a CSR to reply to a customer email
Details about undelivered email
CSR sees details about undelivered email on hover

Real-time omni-channel AI with guided interactions

Pega Customer Service for Insurance provides the ability to deliver consistent and personalized customer service experiences across phone, web, email, chat, and messaging, without losing the context of the conversation. Voice AI capabilities are highlighted separately, in the next section.

CapabilitiesPega Email BotAgent EmailWebPhone / IVRChat and messagingChatbots
Intent detection / categorization
Auto-response notifications
Straight-through processing
Entity recognition and extraction (*illustrated in the figure after this table)
Sentiment detection
Text detection within images (OCR)
Suggested responses
Augmented Agent Assistant / Messaging AI (prompts the customer to populate field entries during a chat or messaging interaction)
Knowledge suggestions (including suggested replies and next best article) (*illustrated in the figure after the Voice AI table)
Proactive inquiry responses / suggested and selected cases (*illustrated in the figure after the Voice AI table)
Intelligent guidance, next best action
Dynamic scripting (per agent, sentiment, channel)
Personalized offers, proactive offers

Voice AI

Pega Voice AI is a separately licensed feature that assists CSRs during live phone interactions by providing contextually relevant real-time suggestions, such as case and knowledge suggestions, form autofill suggestions, and script adherence notifications, in order to reduce average handle time, reduce callbacks, improve compliance, boost agent productivity, and accelerate new CSR onboarding. Voice AI is powered by real-time speech-to-text transcription and natural language processing (NLP).

CapabilitiesVoice AI
Entity recognition and extraction (*illustrated in the figure after this table)
Knowledge suggestions (including suggested replies or next best article) (*illustrated in the figure after this table)
Suggested cases (*illustrated in the figure after this table)
Dialog adherence (*illustrated in the figure after this table)

The following figure illustrates Voice AI guiding a CSR through an interaction:

Voice AI guiding a CSR
Auto-filling fields during interaction based on customer voice responses

Engagement on public channels (Facebook, Twitter)

Some service interactions start on social channels. Pega provides a variety of capabilities for responding to requests originating on your company pages or directed to customer service handles.

CapabilitiesFacebookTwitter
Content linking
Dynamic common phrases
Character counter
Transfer to queue or agent
CSR availability, presence management
Image support
Attachment support
Skills-based routing
Third-party routing (routing decision made external to Pega)

Dynamic case management

Connect people, contact center systems, and processes for end-to-end visibility and resolution through Pega case management.

CapabilitiesCase management
Out-of-the-box case libraries
Case designer and out-of-the-box case type templates (*illustrated in the figure after this table)
Scripted dialog
Persona definition
Data sources, integration
Auditing
Workbaskets, assignment routing (service cases)
Application integration (interact with a case from external applications)
CSR collaboration (Pulse)
Templated layouts per channel of delivery
Self-service delivery
Notifications, SLAs, priority escalations
Attachments
Access permissions
Search and reporting
Goals and deadlines
Center-Out™ Business Architecture
Remote case support (ability to run a case built in a separate Pega application)
Process Fabric support (ability to run cases built on Pega and non-Pega platforms).

The following figure shows an example of the Make payment case type:

Make payment case type
Stages and steps for the Make payment case type

Contact and identity management

Not every service engagement is with a known customer. CSRs have interactions with new and unknown customers, or deal with a simple question being asked that doesn’t warrant creating a new customer record. Pega supports the ability to create interactions for anonymous users, if required, as well as supporting the ability to authenticate and validate known customers and to recognize customers with a business affiliation. Pega Customer Service for Insurance makes it easy for CSRs to provide high-quality service for all these scenarios.

CapabilitiesInteraction Portal
Anonymous interactions
Customer verification (*illustrated in the figure after this table)
Customer identifiers (phone, email, messaging, social handles, and more)
B2B, B2B2X, and child interactions
Customer search
Contact types and roles, for example, customer, representative, business owner
Organizational hierarchies

The following figure shows a sample customer verification question that a CSR uses to establish the customer identify:

Sample customer verification question
The CSR view of a customer verification question

Productivity tools

Every customer interaction, especially those that go through the contact center, require time to address. To help reduce the time and cost required to support customers, Pega applications include tools that CSRs use to get ready for work, accept incoming work, get a clear picture of the customer and their needs, balance and organize the desired outcomes, personalize the treatment of every contact, and complete work assignments.

CapabilitiesInteraction PortalBack Office Portal
Robotic Desktop Automation - Start My Day
Customer composites (*illustrated in the figure after this table)
Cross-channel history
Customer timelines
Intelligent guidance, next best action suggestions
Offer Advisor
Retention negotiation
Suggested service cases
Interaction driver, case selection
Customer inquiry mode (share data from the screen with a customer, and audit the share action)
Knowledge search
Customer sales activity
Community activity
Marketing activity
Visual wrap up (*illustrated in the figure after this table)
Pulse collaboration
Messages and coaching
Suggested articles

The following figure shows an example of a customer composite highlighting customer contact details, policy information, claim, and recent interaction history:

Customer composite
Customer composite displays account or policy. Users can switch channels during an
            interaction

The following figure shows an example of the visual wrap up process:

Wrap Up window
The CSR uses the Wrap Up window to complete the interaction

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