Guided Internet Setup
The Guided Internet Setup Microjourney™ in Pega Customer Service™ for Communications allows customers to set up internet service from their smartphones. To make the setup process easy, Pega uses natural language processing (NLP) to automatically find technical details, such as the MAC ID, using a customer-supplied photo.
This use case helps to reduce the number of long, complex calls to a call center and increases customer satisfaction by creating a frictionless mobile experience. The Guided Internet Setup Microjourney is intended to be a mobile-first experience for end-customers, but customer service representatives (CSRs) can also run it.
This use case helps to reduce the number of long, complex calls to a call center and increases customer satisfaction by creating a frictionless mobile experience. The Guided Internet Setup Microjourney is intended to be a mobile-first experience for end-customers, but customer service representatives (CSRs) can also run it.
The Guided Internet Setup Microjourney is available in self-service and assisted-service channels.
Mobile self-service example: customers can set up their internet service from a smartphone in minutes.
Mobile Self-Service
Moving can be stressful. Pega makes internet setup a breeze by sending a mobile setup link to customers right before their internet service starts. Customers can complete the setup on their own through a mobile self-service page.
- End-customer is presented with easy-to-follow instructions.
- Natural language processing evaluates the equipment label.
Assisted Service
We want customers to have options regarding communication channels. For customers who prefer phone assistance, Pega provides CSRs the ability to run the same mobile guided internet setup from the Interaction Portal.
- CSRs can access key customer details at a glance.
- CSRs can follow the same process customers use through the self-service channel.
Interaction Portal example: CSRs can perform the tasks needed help customers manage their accounts.
App Studio provides personas, stages and steps, and data objects in one window.
Personas
Personas help you to group users according to the cases they work on, the channels they can access, and the responsibilities they have within a process.
Stages and Steps
Stages and steps show the visual path of the business process. The image below details the stages and steps of this particular Microjourney.
Data Objects
Data objects organize and store data that your Microjourney requires. These categories of data have fields, field mappings and connections to data sources.
Personas in this Microjourney.
Customer
The new ISP customer who wants to set up their internet on the first day of service.
Customer service representative
The representative who starts or completes internet setup for customers who were unable to do so from a smartphone.
Stages and Steps
This Microjourney includes the following stage.
- Collect information: a customer gets step-by-step setup instructions, an AI-assisted step to capture key equipment details from a photo, and a guided troubleshooter to help with any setup issues.
Personas
- New ISP customer: sets up their internet on their first day of service
- CSR: Helps to start or complete internet setup for customers who are not using or not successfully completing the self-service process.
Data Objects/Models
- Where equipment details, such as cable modem device images, are stored.
Additional Information
See this article for more information about implementing the Guided Internet Setup Microjourney.
Implementation team members and developers can easily view and modify the guided internet setup process in App Studio. Key personas and data sources can also be tracked on the same page, making it easy to see what is going on.
