Intelligent Guidance - Suggested Task Reviews
|Description||Providing proactive interaction guidance for CSR's|
|Version as of||8.4|
|Capability/Industry Area||Intelligent Guidance|
Suggested Task Reviews
It's important for customer service representatives (CSRs) to have insight into recent customer requests and the status of those requests during customer interactions. Pega Customer Service provides composite components that showcase Recent Service cases and Recent Interactions that are available for review. Sometimes, however, it's important to be proactive during an interaction and alert a CSR to cases they may want to review or even continue processing.
Suggesting work for review
Customers will often contact the service center to get status on a recent case, especially when those cases involve a 'Moment of Truth' that has a significant impact on their service or financial impact. For example, customers may contact the service center multiple times when checking on the status of a cable service outage or disputing a fraudulent charge. When these cases exist, use the suggested task reviews to suggest those work items in the 'Intelligent Guidance' / 'Next Best Action' widget - this puts the work a single click away without the need to search. This can save valuable time during an interaction.
CSRs may also be required to continue work that was started by the customer in another channel (mobile, web, IVR, etc.) or during a previous interaction. Suggesting these tasks lets the user review and continue any open assignments, providing a smoother transition between interactions and creating a better customer experience. It also eliminates the frustration that customers experience when they have to re-explain what their request is and the context behind it. The CSR can open the work item, review, and continue where the last user (customer or CSR) left off.
Best practices when configuring suggested task reviews
Detailed instructions can be found in the Customer Service implementation guide.
Limit the number of items to review to improve performance
Pega Customer Service allows granular control over how many recent work items to evaluate for suggestion during an interaction. Work items are suggested by reviewing customer history and finding all of those that match the selected criteria. Since it should not normally be necessary to scan more than a few days worth of work, keep the number of work items to evaluate low to improve the application's performance.
This is set in the Map Value rule 'PegaCA-.AppListMaximums.'
Set the 'ItemHistory' value to the number of cases to evaluate for the active customer (during an interaction). By default, the application will look at the last 10 items.
Limit the number of case suggestions to reduce cognitive load on the CSR
While a customer may have multiple active tasks, limiting the number of items to review can help the CSR focus on what's most important. Limiting the suggestions to the top 1 or 2 open/recent tasks limits the cognitive load on the CSR for the most common interactions and focuses their attention on what's most important.
This is set in the Map Value rule 'PegaCA-.AppListMaximums.'
Set the 'ReviewItems' value to the number of suggested items to review. The default value is 1. Pega's recommendation is not to exceed more than 2-3 suggested items.
Focus suggestions on 'moments of truth'
While it might seem like a good idea to suggest any open work items to a CSR, suggesting task reviews that are not needed or inappropriate can have a negative impact. Over time, unhelpful suggestions will cause CSRs to ignore suggestions altogether, reducing their effectiveness. Therefore, it is recommended to focus suggestions on two primary types of work items - open requests that meet the definition of 'moment of truth' and work items that have exceeded their service-level agreements (SLAs).
Moments of truth are those moments where the service experience could cause a customer to rethink their relationship with a service provider and question whether they should reduce or even end the relationship. Some common examples are resolving fraudulent or incorrect charges on a credit card, restoring and troubleshooting service for cable/internet providers, or processing claims for insurance or healthcare providers.
By prioritizing suggestions to these moments of truth, CSRs will be able to focus on work items that have a significant impact on the customer relationship.
Use task reviews to highlight missed SLAs
Another good usage of Suggested Task Reviews is to highlight work items where the SLA has been missed (or is about to be missed). Similar to focusing on moments of truth, cases that are running long and at risk of missing an SLA are often the subject of repeat interactions - focusing the CSRs attention on these will help improve their effectiveness and reduce their need to search to determine work status.
Configure the case match rule
The case match rule finds similar cases in your application based on the criteria that you provide. The rule that Customer Service uses is called CAReviewServiceitems. In your application, use this rule to set the criteria that you want to use to match cases for review.
In the example shown above, the application looks for the following conditions:
Must Match Conditions
- A - The name of the work object class for a Dispute (PegaCA-Work-DisputeTransaction)
- B - Cases whose ContactID matches the ContactID of the current interaction.
- C - Cases whose AccountID matches the ContactID of the current interaction.
- D - Cases that are not resolved.
Combine filter logic (AND / OR) to set the conditions as needed. In this case, all conditions must resolve to true for the case to match.
Weighted Match Conditions
Use weighted match conditions to weigh and prioritize which work items are displayed when multiple items meet the 'Must Match' criteria. This can help ensure that the most important items are selected. In the example above, open cases that have a high urgency (meaning they are approaching their SLA) are prioritized.