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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...
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 articles
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Modul
Suggested knowledge articles
3 Themen
20 Min.
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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
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Modul
Working with Voice AI models
2 Themen
15 Min.
Pega Customer Service 8.8 -
You can customize the models that Pega Voice AI uses to transcribe customer conversations and identify topics and entities. Working with Pega Support...
Configuring business conditions
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Challenge
Configuring business conditions
2 Aufgaben
5 Min.
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U+ Bank identifies that many customer are missing their payment due dates, resulting in late fees and negative impact on their credit score. To...
Creating a case completion prediction
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Challenge
Creating a case completion prediction
3 Aufgaben
15 Min.
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U+ Insurance implements Pega Process AI™ to optimize case automation. The business wants to predict whether an incoming claim has a low probability of...
Creating a fraud prediction
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Challenge
Creating a fraud prediction
3 Aufgaben
15 Min.
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U+ Insurance routes incoming car insurance claims for straight-through processing when the amount of a claim is under a set limit. If the amount of...
Enabling Pega Customer Decision Hub agents
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Challenge
Enabling Pega Customer Decision Hub agents
2 Aufgaben
5 Min.
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The system architects have run the Pega Customer Decision Hub™ setup wizard and created the implementation application for U+ Bank. As a system...
Importing customer data from a CSV
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Challenge
Importing customer data from a CSV
2 Aufgaben
10 Min.
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U+ Bank wants to improve the experience of its customers with predictive and adaptive analytical models that drive personalized decisions. Following...
Setting up data ingestion
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Challenge
Setting up data ingestion
7 Aufgaben
40 Min.
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The project team at U+ Bank performed a data mapping workshop and mapped its existing data model to Pega Customer Decision Hub™ and structured the...