Mission
Pega Voice AI
10 Module
4 Std. 10 Min.
Pega Voice AI assists CSRs during live phone interactions by suggesting actions based on real-time analysis of the conversation. CSRs receive suggested actions in the form of case types, knowledge articles, visual reminders of required scripts, and suggested values for form fields. Pega Voice AI acts as a co-pilot, with the CSR always in control of processing the case.
In this mission, you learn how to configure a Voice AI channel to suggest the appropriate actions based on the customer conversation. You learn how to train the AI models to improve accuracy and efficiency of results.
Pega Voice AI introduction
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Modul
Pega Voice AI introduction
2 Themen
25 Min.
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Pega Voice AI assists service and sales representatives during live phone interactions by suggesting actions based on real-time analysis of the...
Voice AI components
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Modul
Voice AI components
2 Themen
15 Min.
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Learn how Pega Voice AI™ integrates with your Pega Customer Service™ application. Understand the components of the Voice AI architecture and how these...
Suggested cases
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Modul
Suggested cases
3 Themen
25 Min.
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Learn how to configure a suggested case in the Voice AI channel. A suggested case provides guidance to the CSR on how to resolve a customer request.
Suggested knowledge
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Modul
Suggested knowledge
5 Themen
30 Min.
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Learn how to configure the Voice AI channel to suggest knowledge articles based on the live conversation. A knowledge article answers customer and CSR...
Suggested next best actions
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Modul
Suggested next best actions
2 Themen
15 Min.
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If your Pega Customer Service application includes a Pega Customer Decision Hub license, you can configure the Voice AI channel to suggest next best...
Form autofill
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Modul
Form autofill
3 Themen
20 Min.
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Learn how to configure Form Autofill to help CSRs complete the forms associated with a case type. Voice AI detects entities in the live customer...
Script adherence
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Modul
Script adherence
3 Themen
20 Min.
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Learn how to configure script adherence to help CSRs deliver the prescribed script during a live conversation. You configure scripts in the dialogs...
Managing customer interactions
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Modul
Managing customer interactions
5 Themen
30 Min.
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Voice AI provides tools to allow managers to monitor and evaluate interactions between a customer and a CSR. Managers can use real-time alerts and...
Conversational analytics
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Modul
Conversational analytics
2 Themen
15 Min.
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Conversational analytics uses AI to evaluate customer interactions during the wrap-up process. It transforms transcripts from voice, digital messaging...
Working with Voice AI models
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Modul
Working with Voice AI models
2 Themen
15 Min.
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You can customize the models that Pega Voice AI uses to transcribe customer conversations and identify topics and entities. Working with Pega Support...
