Customer data changes, ongoing e-screening alerts, and periodic review deadlines are just a few examples of types of events that the application might...

The Adopt phase follows the Build phase. During Adopt, you confirm that your client is ready to implement the Microjourneys™ that you packaged into a...

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

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...

Discover is the first phase within the Pega Express™ delivery approach, based on design thinking. Design thinking plays a key role and helps your team...

The Prepare phase follows the Discover phase with key activities such as conducting a sales to delivery handoff meeting and a project kickoff event...

You can customize the models that Pega Voice AI uses to transcribe customer conversations and identify topics and entities. Working with Pega Support...

In Roadside Assistance Cases, a customer service representative (CSR) must assign a service provider to the Case, review the summary of the services...