Suggested cases section is not enabled in Incorr Interaction object
Hi, this is regarding Conversational-channels in Customer service framework.
In Customer service 8.1 product overview, it is said that "Pega AI reads and understands the content of an email, including sentiment.When a CSR engages with a customer through an Email Interaction, Pega AI can be used to suggest cases and responses to the CSR, as well as to extract information from the email in order to 'Fill Data' into a suggested case."
But when we try to implement this in our application, the suggested cases layout is not enabled in the context of Interaction object, Only we can find suggested replies layout. Are the intent tasks is referred as suggested cases ?
But in Email portal we can able to find both layouts.
***Edited by Moderator Marissa to update platform capability tags****
Pegasystems Inc.
IN
Yes, intent tasks are populated as Suggested cases in CS framework. In OOTB Email IVA, both suggested email and replies are shown.