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Pega Voice AI

  • Mission

    Pega Voice AI

    7 Module

    2 Std. 25 Min.

    Visible to: All users
  • Pega Voice AI assists CSRs during live phone interactions by suggesting actions based on real-time analysis of the conversation.

    CSRs receive...

Form autofill

  • Modul

    Form autofill

    3 Themen

    20 Min.

    Visible to: All users
  • 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...

Pega Voice AI introduction

  • Modul

    Pega Voice AI introduction

    2 Themen

    25 Min.

    Visible to: All users
  • Pega Voice AI assists service and sales representatives during live phone interactions by suggesting actions based on real-time analysis of the...

Script adherence

  • Modul

    Script adherence

    3 Themen

    20 Min.

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

Suggested cases

  • Modul

    Suggested cases

    3 Themen

    25 Min.

    Visible to: All users
  • 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 articles

  • Modul

    Suggested knowledge articles

    3 Themen

    20 Min.

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

Working with Voice AI models

  • Modul

    Working with Voice AI models

    2 Themen

    15 Min.

    Pega Customer Service 8.8 Visible to: All users
  • You can customize the models that Pega Voice AI uses to transcribe customer conversations and identify topics and entities. Working with Pega Support...

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