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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...
Call transfers
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Modul
Call transfers
2 Themen
15 Min.
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Learn about the different types of transfers available in Pega Call and how you can transfer a call from one agent to another in the Interaction...
Creating a case from email
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Modul
Creating a case from email
2 Themen
20 Min.
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Pega Email Bot™ can improve email response by starting a service case based on the content of a customer email.
Creating custom tabs
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Modul
Creating custom tabs
2 Themen
25 Min.
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Learn how to create your own customer composite tabs. Customer composite tabs are used to display a logical group of information to a user in Pega...
Intelligent email
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Modul
Intelligent email
3 Themen
20 Min.
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Learn how Pega Email Bot™ leverages Pega’s industry-leading natural language processing (NLP) and process automation to interpret, route, audit, and...
Routing email based on content
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Modul
Routing email based on content
3 Themen
25 Min.
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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...
Screen pops
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Modul
Screen pops
2 Themen
15 Min.
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Learn how to use screen pops to provide a summary of information to agents when a call arrives.
Service requests
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Modul
Service requests
9 Themen
50 Min.
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This module shows you how to create service requests using the Customer Service Request Template. Learn about the purpose, customization options, and...
Telephony controls
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Modul
Telephony controls
2 Themen
20 Min.
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A customer service representative (CSR) logs into the telephony system and controls calls using the Pega Call™ desktop. Learn how the CSR uses the...
Training the email bot
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Modul
Training the email bot
2 Themen
20 Min.
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Pega Email Bot uses natural language processing (NLP) to analyze and learn from patterns of conversation between customer service representatives...