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Agents not receiving case suggestions

Updated on May 10, 2021

This section describes how to debug issues with Voice AI case suggestions.

Pega Sales Automation Implementation Guide

Voice AI suggests a case to a sales representative when the following conditions are true:

  1. A customer utterance results in the channel identifying a topic, and a case is associated with that topic.
  2. The case is not already in progress, and Voice AI has not already suggested the case in the current interaction.

Based on these factors, perform the following debugging steps for issues that might cause case suggestions to work improperly:

Topic not identified or case not associated with the topic

If a customer utterance results in the channel identifying a topic, and if a case is associated with that topic, the developer tool logging displays the suggested case and the utterance that triggered the suggestion. The following sample code shows how the event should look in the log:

customer said: Can we meet next Monday at the Boston office to discuss more about the product?
At least one suggestion was found from the utterance
Cases suggested: PegaCRM-Work-Appointment;

If a log does not show this type of an event, use the preview pane on your Voice AI channel configuration landing page to verify that a given utterance results in the expected topic and that a case is associated with that topic.

If the preview pane shows the correct topic, and if you changed the channel configuration during the past hour, find and expire the scoped data page for the D_ChannelConfiguration node to ensure that the queue processors use the correct channel.

Case in progress or already suggested

Voice AI does not suggest a previously suggested or previously launched case in the current interaction based on an earlier trigger.

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