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Pega Voice AI
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Mission
Pega Voice AI
7 Module
2 Std. 25 Min.
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Pega Voice AI assists CSRs during live phone interactions by suggesting actions based on real-time analysis of the conversation.
CSRs receive...
Authenticating customers using Digital Messaging
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Modul
Authenticating customers using Digital Messaging
2 Themen
20 Min.
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Authentication helps prevent malicious or unauthorized users from hijacking data. In this module, you learn how Pega Customer Service™ authenticates...
Configuring a dashboard
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Modul
Configuring a dashboard
1 Thema
15 Min.
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Configure the content and organization of a user dashboard to provide easy access to the information that business users need to know.
Configuring chat queues and routing
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Modul
Configuring chat queues and routing
5 Themen
40 Min.
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You use Digital Messaging so that customers can communicate with your organization in real time on any device. Chat requests can be sent to any...
Configuring common phrases for agents
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Modul
Configuring common phrases for agents
1 Thema
10 Min.
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Learn how to provide customer service agents with a set of common phrases so that the agents can insert preapproved phrases into their responses to...
Configuring Digital Messaging Manager
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Modul
Configuring Digital Messaging Manager
8 Themen
1 Std. 10 Min.
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The Digital Messaging Manager lets you add chat connections and social messaging platforms to your Digital Messaging channel interface. The Digital...
Configuring Portal content
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Modul
Configuring Portal content
2 Themen
20 Min.
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Tailor the user experience based on Channel and Persona to allow users to perform their jobs more efficiently.
Configuring UI elements
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Modul
Configuring UI elements
2 Themen
20 Min.
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Learn about how themes update the styling of UI elements to meet branding requirements. Learn how to configure dynamic functionality on UI elements.
Creating Data Objects
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Modul
Creating Data Objects
3 Themen
30 Min.
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Create Data Objects to model the attributes of an entity and establish a common context for a group of fields. Create a data relationship with a...
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...