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Conversation AI: Catching Duplicates at Intake
The Problem
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Customers interact across multiple channels — phone, web, branch, mobile — and the same event gets reported more than once
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Each submission creates a new case record, and without an intelligent intake layer every duplicate flows into the work queue unchecked
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The cost compounds fast: investigators work the same case in parallel, resolutions conflict, and operational efficiency takes the hit
How Pega solves it
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Pega’s Conversation AI agent detects duplicates at the earliest possible moment — during the intake interaction itself, before any new case is created
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As the customer provides their details, Pega simultaneously queries all open cases and applies structured detection rules in real time
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Critically, Pega interprets the semantic intent of what is being described — recognising the same event even when it is expressed in completely different words across different channels
Demo: Click here
What the Agent Determines
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Is this an exact duplicate — close it, nothing new to capture
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Is this a merge candidate — the submission adds detail the existing case does not have
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Is this a conflict — same intent but the data disagrees, flag it for human decision
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Is this a genuinely new case — proceed with creation
What the Agent Surfaces
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The existing case reference and its current status
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The specific attributes that matched or conflicted
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Recommended next steps — before the conversation ends
Why It Matters
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The earlier a duplicate is caught, the less it costs — Pega catches it at the source
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This capability is domain-agnostic — fraud investigation, insurance claims, customer complaints, service requests, or any high-volume case operation benefits equally
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The principle is the same regardless of use case: one conversation, one case, zero duplicates in the queue
Enjoyed this article? See more similar articles in Pega Cookbook - Recipes series