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Setting chat and messaging behavior
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Modul
Setting chat and messaging behavior
4 Themen
35 Min.
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Chat and messaging configuration options define the properties for all the individual channels that support conversations between customer service...
Setting up Messaging AI
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Modul
Setting up Messaging AI
5 Themen
50 Min.
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Messaging AI analyzes the context of the conversation and suggests cases and knowledge articles while a CSR interacts with a customer. Messaging AI...
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...
Suggesting tasks to agents
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Modul
Suggesting tasks to agents
2 Themen
30 Min.
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Learn how to suggest tasks to customer service agents. You will learn how to configure dynamic suggestions using the Pega Customer Decision Hub.
Supporting agents with help content
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Modul
Supporting agents with help content
5 Themen
30 Min.
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Learn how to create help content using Pega Knowledge™. The help content is available to all customer service agents and can be directly associated...
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...
Voice AI components
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Modul
Voice AI components
2 Themen
15 Min.
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Learn how Pega Voice AI™ integrates with your Pega Customer Service™ application. Understand the components of the Voice AI architecture and how these...
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...