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Agents not receiving case suggestions

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Updated on March 16, 2021

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

Pega Customer Service Implementation Guide

Voice AI suggests a case to an agent 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.
  3. The intelligent guidance feature is enabled in your application, and the intelligent guidance widget has not exceeded the limit for how many suggested actions it can display.

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: I will be moving at the end of the month and I wanted to update my address
At least one suggestion was found from the utterance
Cases suggested: PegaCA-Work-Service-AddressChange;

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.

Suggested actions settings not allowing suggestions

In App Studio, enable the intelligent guidance feature, and then set the number of suggested actions to a value greater than 1. For example, to have the intelligent guidance widget display four suggestions simultaneously, set the value to 4. If the intelligent guidance widget reaches the limit that you set, it displays no further case suggestions.

For more information, see step 5 in Additional preparatory configuration.

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