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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...
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...
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 articles
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Módulo
Suggested knowledge articles
3 Temas
20 minutos
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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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Módulo
Working with Voice AI models
2 Temas
15 minutos
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...
Adding dynamic functionality to a button
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Reto
Adding dynamic functionality to a button
2 Tareas
10 minutos
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After a request for roadside assistance is approved, a service provider is dispatched to the location provided by the customer. To perform this task...
Adding fields to Views
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Reto
Adding fields to Views
4 Tareas
20 minutos
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Now that the Stages, Steps, and data objects for the MyTown 311 Service Request Case Life Cycle are configured, the Mayor and the Services coordinator...
Configuring a dashboard
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Reto
Configuring a dashboard
2 Tareas
30 minutos
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Stakeholders have seen growth in the use of the Assistance request application. They want to confirm that, even though Cases are increasing, they are...
Configuring a form View
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Reto
Configuring a form View
2 Tareas
10 minutos
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After a request for roadside assistance is approved, the system creates a Service Case. CSRs need the ability to easily review information associated...
Configuring a full Case View
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Reto
Configuring a full Case View
2 Tareas
10 minutos
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The Mayor and Services Coordinator requested a single View to track updates while running Service Cases. The Services Coordinator requested a History...