During customer interactions, CSRs receive suggestions through notification cards in the Interaction Portal of Pega Customer Service™. They represent...

Pega Email Bot can detect the topic or sentiment of an email and route the email to the appropriate operator or queue. Intelligent routing allows the...

Learn how to use screen pops to provide a summary of information to agents when a call arrives.

Learn how to configure script adherence to help CSRs deliver the prescribed script during a live conversation. You configure scripts in the dialogs...

This module shows you how to create service requests using the Customer Service Request Template. Learn about the purpose, customization options, and...

Chat and messaging configuration options define the properties for all the individual channels that support conversations between customer service...

Messaging AI analyzes the context of the conversation and suggests cases and knowledge articles while a CSR interacts with a customer. Messaging AI...

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.

Learn how to configure a suggested knowledge article in the Voice AI channel. A suggested Pega Knowledge article provides information related to the...