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...

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...

Pega Email Bot uses natural language processing (NLP) to analyze and learn from patterns of conversation between customer service representatives...

Explore how you can configure Views to create the user interface in a Constellation application. 

Learn about the approach to UX and UX best practices that a lead system architect (LSA) applies in the creation of a Pega Platform™ application.