Pega GenAI and Constellation offer transformative capabilities to streamline customer service operations, reduce manual effort, and improve data accuracy. In this article, I’ll share three practical use cases where GenAI Connect and Constellation can be leveraged to enhance everyday processes.

Use Case 1: Fetching Bank Locations Near a New Mailing Address

Challenge: Customer Service Agents often manually search and enter the nearest bank branch details when a customer updates their mailing address, which is a time-consuming and error-prone process.

Solution Overview: With Pega GenAI Connect, we can automate the retrieval of nearby bank locations based on a new address and present the user with selectable options directly.

Step-by-Step Solution:

• Configure GenAI Connect

  Set up GenAI Connect to fetch the nearest bank locations using AI-powered search based on the New Mailing Address and store the results in the Embedded List.

• Configure the Embedded List to Display on the View.

  Configure the Embedded List to display on the view along with a dropdown selection. This allows users to view and select primary or secondary bank locations directly from the suggested list.

• User Selection

  The agent or customer can easily choose from the AI-generated options, significantly reducing manual input and the risk of typographical errors.

Use Case 2: Building Address Change Correspondence Emails with GenAI

Challenge: Drafting confirmation emails for address changes involves repetitive manual work and potential inconsistency in messaging.

Solution Overview: Automate the creation of email templates using GenAI Connect, ensuring consistency and saving time.

Step-by-Step Solution:

• Configure GenAI Connect for Email Template Generation

  Set up GenAI Connect to generate an email template based on the customer's new address details.

• Request Sample Email Format from GenAI

  Provide GenAI with the relevant address change details and prompt it to generate a suitable sample email format.

• Map GenAI Response to Correspondence Rule

  Integrate the GenAI-generated email template into the Correspondence rule, enabling seamless email communication.

Use Case 3: Fetching City Details Based on User Input

Challenge: Agents may need quick access to comprehensive city information (e.g., description, population, nearest airport) to better serve customers.

Solution Overview: Use GenAI Connect to fetch and display detailed city information based on user input.

Step-by-Step Solution:

• Configure GenAI Connect for City Details Retrieval

  Set up GenAI Connect to retrieve relevant information such as description, population, and nearest airport based on city Input.

• Display GenAI Response in UI

  Map the GenAI response to the UI, providing users with immediate access to detailed city information.

Constellation 101 Series: 

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