Search
Routing email based on content
-
Módulo
Routing email based on content
3 Temas
25 minutos
-
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...
Script adherence
-
Módulo
Script adherence
3 Temas
20 minutos
-
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
-
Módulo
Suggested cases
3 Temas
25 minutos
-
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
-
Módulo
Suggested knowledge articles
3 Temas
20 minutos
-
Learn how to configure a suggested knowledge article in the Voice AI channel. A suggested Pega Knowledge article provides information related to the...
Training the email bot
-
Módulo
Training the email bot
2 Temas
20 minutos
-
Pega Email Bot uses natural language processing (NLP) to analyze and learn from patterns of conversation between customer service representatives...
Voice AI components
-
Módulo
Voice AI components
2 Temas
15 minutos
-
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
-
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...
Refining an Agile Workbench backlog
-
Reto
Refining an Agile Workbench backlog
5 Tareas
30 minutos
-
Stakeholders at GoGoRoad want to develop a new roadside assistance application to streamline operations for customer roadside assistance requests...
Configuring intelligent routing
-
Reto
Configuring intelligent routing
2 Tareas
10 minutos
-
The U+ Bank email bot is set up. You are now expected to configure the email bot to react to customer requests, route work, and automatically respond...
Configuring the Email Manager portal
-
Reto
Configuring the Email Manager portal
3 Tareas
15 minutos
-
The U+ Bank email bot is set up, and you must configure the Email Manager portal to manually triage any emails that do not match the intelligent...