When chatting with customers, agents are generally quite adept at finding the phrases they use most frequently; however coming up with all the other phrases that are necessary to be effective can pose a challenge. When there are dozens or more categories and phrases to choose from, it is not reasonable to expect your agents to memorize them all and to always know which is best for any given interaction.
Type-ahead helps agents filter common-phrase responses by category to identify the best response more efficiently. This feature enables agents to focus more on solving an issue and spend less time manually typing in each response. Agents can preview the response text as well as see any dynamic personalization that might have been applied before selecting it to populate a chat.
Type-ahead phrase search
Filter by category
Agents are on the front lines helping to resolve customer issues, and they are expected to do so politely, using correctly spelled, well-formed sentences while keeping their responses on brand. Type-ahead reduces the error-prone nature of manual responses that are often exacerbated by multitasking and trying to be expedient. And for those high-performing multitaskers, type-ahead works in any text channel so that agents can be more effective when dealing with multiple customers in multiple channels at any one time.
For more information, see the "Configuring the chat server communication settings" chapter of the Pega Customer Service Implementation Guide on the Pega Customer Service product page.