Misión
Pega Voice AI
10 Módulos
4 horas 10 minutos
Pega Voice AI assists CSRs during live phone interactions by suggesting actions based on real-time analysis of the conversation. CSRs receive suggested actions in the form of case types, knowledge articles, visual reminders of required scripts, and suggested values for form fields. Pega Voice AI acts as a co-pilot, with the CSR always in control of processing the case.
In this mission, you learn how to configure a Voice AI channel to suggest the appropriate actions based on the customer conversation. You learn how to train the AI models to improve accuracy and efficiency of results.
Pega Voice AI introduction
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Módulo
Pega Voice AI introduction
2 Temas
25 minutos
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Pega Voice AI assists service and sales representatives during live phone interactions by suggesting actions based on real-time analysis of the...
Voice AI components
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Módulo
Voice AI components
2 Temas
15 minutos
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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...
Suggested cases
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Módulo
Suggested cases
3 Temas
25 minutos
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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
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Módulo
Suggested knowledge
5 Temas
30 minutos
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Learn how to configure the Voice AI channel to suggest knowledge articles based on the live conversation. A knowledge article answers customer and CSR...
Suggested next best actions
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Módulo
Suggested next best actions
2 Temas
15 minutos
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If your Pega Customer Service application includes a Pega Customer Decision Hub license, you can configure the Voice AI channel to suggest next best...
Form autofill
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Módulo
Form autofill
3 Temas
20 minutos
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Learn how to configure Form Autofill to help CSRs complete the forms associated with a case type. Voice AI detects entities in the live customer...
Script adherence
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Módulo
Script adherence
3 Temas
20 minutos
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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...
Managing customer interactions
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Módulo
Managing customer interactions
5 Temas
30 minutos
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Voice AI provides tools to allow managers to monitor and evaluate interactions between a customer and a CSR. Managers can use real-time alerts and...
Conversational analytics
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Módulo
Conversational analytics
2 Temas
15 minutos
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Conversational analytics uses AI to evaluate customer interactions during the wrap-up process. It transforms transcripts from voice, digital messaging...
Working with Voice AI models
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Módulo
Working with Voice AI models
2 Temas
15 minutos
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You can customize the models that Pega Voice AI uses to transcribe customer conversations and identify topics and entities. Working with Pega Support...
