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...

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

• What is the Security Checklist?
• How do I access the Security Checklist?
• How to use the Security Checklist?/What is the purpose?
• What happens if I...

Learn how to use web services to expose application functionality and how to use Pega API so that your Pega Platform™ application can integrate with...

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...

Pega Email Bot uses natural language processing (NLP) to analyze and learn from patterns of conversation between customer service representatives...

Certain data, such as postal codes or identification numbers, may need to match a specific pattern of characters. To test data values against a...

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