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Form autofill not working

Updated on May 10, 2021

This section describes how to debug issues with form autofill within a launched case.

Pega Sales Automation Implementation Guide

Voice AI autofills detected entities in input fields in the case when the following conditions are true:

  1. Voice AI detects an entity in the conversation.
  2. The entity has not expired.
  3. A suggested case is in progress.
  4. You have mapped entities to input fields in the suggested case.
  5. The input field is on the screen.
  6. The input field is empty.

Based on these factors, perform the following debugging steps for issues that might cause the form autofill feature to work improperly:

Entity not detected

To ensure that Voice AI detects entities, configure and train your Voice AI model. Out-of-the-box entity models, such as pySystemEntities, do not require training. However, new custom entity types, such as car models in the case of a car manufacturing company, require additional training. For more information about custom model training, see Customizing the Voice AI model.

Entity has expired

You can configure entities to expire within a specific number of seconds after Voice AI detects them. If Voice AI has detected an entity, but its expiration time has lapsed, Voice AI does not autofill the entity. The entity remains on the entity panel for sales representatives to manually insert. For more information, see the description of the Entity expiration property in Configuring the Voice AI configuration set.

Suggested case not in progress

Voice AI autofills entities only for suggested cases that are in progress.

Entities not mapped to suggested case properties

Voice AI autofills only entities that you map to specific case properties. Ensure that you have mapped entities to case properties on the Entities extraction tab for the case suggestion in the Voice AI channel. For more information, see Configuring case suggestions.

Also, Voice AI only autofills entities when the VoiceAICaseEntitiesMapping section is present on the screen of the suggested case. The VoiceAICaseEntitiesMapping section is included in the pyCaseActionAreaButtons section in Work- class in the SAUI:08-07-01 ruleset. If you made an override to the pyCaseActionAreaButtons section, update this section to include the VoiceAICaseEntitiesMapping section.

Input fields not visible on screen

Voice AI autofills only fields that are on the screen as part of the current flow action. Voice AI evaluates the list of entities when a screen loads and detects new entities in real time while the screen is visible.

Input fields not empty

Voice AI adds entities only to empty input fields. If an input field has a preset value, Voice AI does not replace the value.

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