Retail Edge

Application structure
Pega Chatbot widget embedded in shopify ecommerce portal
Customer 360 view-Account tab
Customer 360 view-Overview tab
Customer 360 view-Timeline tab
Phonecall interaction
Whatsapp conversation
Facebook conversation
Webmessaging conversation

Inspiration

Pega supports industry editions such as healthcare, financial services, insurance and communications. This solution provides an offering for Retail. This framework is integrated with shopify ecommerce platform.

What it does

This application provides customer service framework for RETAIL integrated with shopify ecommerce platform.It supports several channels such as call,chat.

How we built it

This application RETAIL EDGE is built over CS Self-Service with Digital messaging and customer Service framework with TTEC amazon connect component. Also it is integrated with an ecommerce platform-SHOPIFY with REST API.

Challenges we ran into

The challenge that we ran into were

The integration with shopify(ecommerce platform) 2.embedding Pega web chat widget in the shopify(ecommerce platform) and including neccessary tags in ther webcode like customer mail id,phone number,etc., 3.Channel Interactions

Accomplishments that we're proud of

We built this application within a span of just 4weeks with only 4 members and it includes lots of features such as digital messaging with webchat, phonecall, whatsapp, facebook along with ecommerce integration.

What we learned

1.Digital messaging 2.webchatbot 3.Interaction Services(call,chat) 4.Ecommerce integration

What's next for Retail Edge

1.Integration with Genesys/Cisco Finesse cloud contact center solutions 2.Include additional messaging platforms by integrating with Facebook messenger and WhatsApp 3.Bring in real time speech to text capabilities to showcase customer sentiments and data extraction

Built With

amazon-connect
customer-service
ecommerce-portal
pega
rest-api
shopify

Submitted to

Pega Community Hackathon 2022

Created by

I have worked on customer service framework for first time. I have learned new concepts like Integration with Shopify Ecommerce Portal and worked in Digital messaging webchat bot conversations, configured intent tasks for phone call and bot. Worked in documentation and video part for hackathon.

Bhargavi S
Creating Frame work and self service app and configure channels interface and worked on the Design and Data Model of the application. Helped and managed the entire team with the technical issues and development Tasks.

PRAVEEN KUMAR KARUNAKARAN
I worked on intent task creation and digital messaging configuration for the Phone call and Web Chat. It is my first model in the CSR framework. I have learned how Pega integrates with an external website and then how the intent tasks are working to fulfill the user request for the Phone call and Web Chat.

Manikandan Mahalingam
I worked in customer service framework for the first time. I have worked in ecommerce platform integration with our retail application.Also analyzed one of the ecommerce platform which we have used-Shopify and embedded pega chat widget using digital messaging in the shopify website. Customized their web code by adding tags which provides data populated in toaster pop up, customer 360view.Worked in configuring several intent tasks in account management category. Worked in several channel interaction cofiguartions such as webchat, phonecall, whatsapp and chatbot. Worked in Documentation & videos for hackathon.

Thivya G R