Pega Platform™ uses a Rule resolution process and various Rule statuses to determine the most appropriate Rule instance to apply in a situation...

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...

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...

Learn how Pega Voice AI™ integrates with your Pega Customer Service™ application. Understand the components of the Voice AI architecture and how these...

Learn about the key concepts and best practices for configuring Patient 360, including setting the categories for tracking social determinants of...

You can customize the models that Pega Voice AI uses to transcribe customer conversations and identify topics and entities. Working with Pega Support...

The Human Resources (HR) department wants the ability to add a new hire to the company payroll. The PegaHR application includes a Case Type to perform...