Tying consumers on different channels

Updated: Jun 12, 2023

This Business Requirements Document outlines the project scope related to the VZW Sales - Mobile experience

Optimize Sales architecture

Sales are implementing
- Web
- Mobile web
- Custom Connector for mobile App.
Un-auth messaging doesn’t allow a continuous user experience, so each customer’s interaction in un-auth channels should start with collecting the customer info.

Each customer experience should start with user identification
Channels like ABC/SMS/WhatsApp/etc operate with their own unique customer IDs, so tying the customer across all channels will require mapping ( in Pega)

Conversation starts
Concierge bot gets assigned
Bot identifies the consumer by asking questions (i.e email, phone number) and intent
Bot searches Pega CRM for an existing lead/ticket and creates a lead/ticket if it doesn't exist.
Bot routes conversation to next human skill
Human agent gets assigned
On conversation assignment, the human agent workspace loads a Smart Ticketing widget.
Auto-load - Automatically, previous tickets list loads in the widget. The top ticket can be expanded for agents to review. This is the last ticket that was created by the bot.
Agents can expand any previous ticket in the list and use a deep link to open the relevant CRM page on a separate tab to see the full conversation.
At the end of each conversation, Smart Ticketing will send the transcript to VZW Pega CRM, for it to be stored.

Widget loads previous tickets/leads:

Each past ticket can be expanded and viewed directly in CRM:

Pros:

Reducing switching between windows/systems by Human agent (LP - Pega)
Reducing manual steps by human agents and avoiding any human errors.
Can leverage the bot that’s already exists in place
Bot + Pega integration can learn over time and possibly less ‘identification’ questions will be needed in following times
Any channel can be added in the future

Each customer experience should start with user identification
Channels like ABC/SMS/WhatsApp/etc operate with their own unique customer IDs, so tying the customer across all channels will require mapping ( in Pega)

Conversation starts
Concierge bot gets assigned
Bot identifies the consumer by asking questions (i.e email, phone number) and intent
Bot routes conversation to next human skill
Human agent gets assigned
On conversation assignment, the human agent workspace loads a Smart Ticketing widget.
Auto-load - Automatically, past tickets list loads in the widget (if user was identified prior by the bot)
Agents can expand any previous ticket in the list and use a deep link to open the relevant CRM page on a separate tab to see the full conversation.
Agent can create a new ticket/lead manually
At the end of each conversation, Smart Ticketing will send the transcript to VZW Pega CRM, for it to be stored.

Widget loads previous tickets/leads:

Each past ticket can be expanded and viewed directly in CRM:

Create Ticket manually:

Each customer experience should start with user identification
Channels like ABC/SMS/WhatsApp/etc operate with their own unique customer IDs, so tying the customer across all channels will require mapping ( in Pega)

Conversation starts
Human agent gets assigned
On conversation assignment, the LP agent workspace loads a Smart Ticketing widget.
Agent will ask some questions to identify the consumer
Agents will be able to manually search for the contact/tickets
Agents can expand any previous ticket in the list and use a deep link to open the relevant CRM page on a separate tab to see the full conversation.
At the end of each conversation, Smart Ticketing will send the transcript to VZW Pega CRM, for it to be stored.

Search result:

Create Ticket

Un-Auth Messaging Flow

Auth Messaging Flow

Un-Auth Messaging With Case/Ticket Auto-creation