Next-Gen Virtual Customer service in the world of Covid-19

• 

  Next-Gen Virtual Customer service built for - Live Interaction||Virtual Sales & Service||Build Trust||Stay Compliant

Inspiration

I purchased a laptop a few months back and was struggling to get it serviced since due to COVID, all the service centers were closed in Amsterdam. I dropped the email and connected with the manufacturer to explain my issues. It was addressed, but somehow I felt a disconnect since I could not visit the actual Service Center and explain my issues. I thought that why can't we have something called a branchless virtual service center that can help me connect with a CSR on the go. I am working with Pega for the last 10 years and when it is customer service, i always think about our solutions. Hence, it fits perfectly to solve the existing crisis situation.

What it does

Technically It seamlessly connects with any Pega Customer Service Platform. In terms of business, it bridges the huge gap between Business and Customer. Due to the current pandemic situation, many organizations are lacking direct connection with the customers and missing out on empathy and personalization. Bringing a live video interaction over a live chat makes the most important difference in the customer experience in the COVID world. We named it Real-Time Interaction which works seamlessly with existing Pega platforms. On the Business side, it provides flexibility for the business to continue BAU with their existing CSR teams working remotely and help customers solving their key concerns by connecting in Person.

Demo Project Journey - In the project journey, a Customer is using Pega Chat to interact with Chat Bot initially and then the Chat Bot based on the inputs (NLP) routes the conversation to a Human Agent. The Human Agent then chats with the customer and understands the issue from customer . CSR (Human Agent) then enables the RTI (Real TIme Interation) feature to connect with the customer virtually , since the customer could not visit the branch and have some concerns regarding the product he is using. The seamless journey of Interaction between a Customer and a Healthcare CSR is captured in the video shared with this project.

Real-Time Interaction often looks to assist the CSR in one of these main areas: Understand customer needs -When the customer is looking for assistance -When the customer is unable to visit a branch/office -Empathize -Build Trust and Interact Real-Time

Connect with individual Customer -Provide Service as required -Cross-sell / Upsell new Products -Seamless & Branchless Onboarding -Recommend suitable products based on customer needs -Product packaging/bundling

Competitive pricing -Looking beyond regular Customer Service -Provide insights with low Operation Costs (Brach/set up) -Capture / Record Customer interaction history

How we built it

-Created a custom health care application "Med" built on CareManagement_Sample

-Added a CSHCSelfService application on top of custom-built app Med and OOTB CSSelfService

-Added Custom-CSSelfService ruleset to CSHCSelfService application.

-Configured chat server, Queue

-Made use of CSHC IVA bot

-Modified chat window section to include a Video call button to initiate a call to the cloud where the script is hosted

-Included page push to initiate a call to the cloud where the script is hosted

-Pushed the page push request to the customer to initiate the video call

-We have made use of WebRTC for real-time communication, the script can be accessed in Github, link provided in the link section. The Js is deployed in heroku.

Challenges we ran into

-Faced challenges in making the Webchat work

-Installing SSL in AWS cloud

Accomplishments that we're proud of

RTI worked seamlessly without any software or hardware dependencies. We can easily deploy it to any existing Pega Platform or can easily package it will future Pega platform strategic applications for Customer Service.

What we learned

Pega is built for change and Pega can be used to build solutions that can help create new avenues of doing business with more Customer-Centric journeys.

What's next

For Next-Gen Virtual Customer service in the world of Covid-19 - Integrating with multiple strategic Pega applications we can make Customer Service a much stronger proposition with the most advanced chat feature that Pega has offered to its client.

Testing

Code accessible only for PegaCommunityHackathon@pega.com

Built With

• javascript
• node.js
• pega