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Common phrases

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The common phrases feature, which customer service representatives (CSRs) can use to insert pre-configured messages during live interactions with customers, now makes it easier to:

  • Enable common phrase settings and configure them for Augmented agent
  • Perform character-based common phrase searches
  • Search within the text of common phrases
  • Report on the usage of common phrases
The common phrases feature applies to Legacy Webchat, Web Messaging, and private channels.

Common phrases migration and configuration

Earlier, the CSR admin would configure common phrases in the Interaction Portal. All the common phrases configured in Interaction Portal are now migrated to App Studio. The CSR admin can now configure any new common phrases in App Studio so that the CSR can use those phrases in the live conversation. The CSR admin can also export or import the common phrases from/to App Studio. After adding a new common phrase and configuring those common phrases with new customer utterances, the CSR admin must build the model to train those common phrases with customer utterances for providing suggested replies in the live conversation. For more information on building a model, see Using suggested reply simulator.

Customer service representative experience

Previously, CSRs would search for common phrase categories and titles via the Phrases button in chat. Because they could only search by name or category, it wasn't easy to find relevant phrases with which they were not already familiar. Now, the search functionality extends to searching within the text of phrases, allowing CSRs to enter keywords into the search bar and find relevant phrases without knowing the category or phrase names.

CSRs can also now insert common phrases into the text box without ever clicking out of the box. In App Studio, a setting to enable character-based quick navigation of phrases through a dropdown based on the initial characters is now available. After configuration of a launch character in App Studio, when a CSR enters the character followed by a number or a letter in the text box of the live chat pop-up window, the system initiates a search for common phrase categories, titles, and the text within the phrases. The system performs this search against the user input and then displays matching results. In this way, CSRs can quickly use common phrases without ever taking their hands off the keyboard.

Common phrases reporting

Customer Service Managers can now gather data and report on the usage of common phrases. A check box in App Studio enables the collection of data on common phrase usage. Pega Customer Service now ships with two reports with drilldowns on common phrase usage. CSR Managers can use these reports to identify the need for coaching of CSRs if they never use certain phrases, and evaluate which phrases or categories are valid or could use improvement based on their frequency of use.

For more information, see Chat and messaging reports.

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