The promise of natural language processing (NLP) is big. If technology can understand human language and be able to make valuable sense of that language, then it only follows that NLP can alleviate some of the mundane work that your agents do daily. Pega Customer Service leverages NLP to categorize and extract data in a way that automates the triaging of incoming chats, messages, and emails. NLP can help by creating cases, automating responses to customer inquiries, detecting small talk, auto-populating case properties, and even suggesting agent replies.
Augmented Agent Utterance feature
Your admins also have a head start when it comes to developing NLP models that can drive value inside your organization. Out of the box NLP models make it easier to automate the known and escalate the unknown and vertical specific models capture domain best practices and contextually understand industry jargon. Not only are the models smart—they can handle misspelt inputs—but they’re also continually learning from interactions with your customers and agents. And the models are extensible since they work across all channels, making it a consistent experience as well as requiring only a single training data set.
For more information about training the Augmented Agent to suggest common phrases, see the "Training the Augmented Agent on when to suggest common phrases" chapter of the Pega Customer Service Implementation Guide on the Pega Customer Service product page.
For more information about bot configuration, see the "Creating a self-service application" chapter of the Pega Customer Service Implementation Guide on the Pega Customer Service product page.