During customer interactions, CSRs receive suggestions through notification cards in the Interaction Portal of Pega Customer Service™. They represent...

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...

Learn how Pega Voice AI™ integrates with your Pega Customer Service™ application. Understand the components of the Voice AI architecture and how these...

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

U+ Insurance implements Pega Process AI™ to optimize case automation. The business wants to predict whether an incoming claim has a low probability of...

U+ Insurance routes incoming car insurance claims for straight-through processing when the amount of a claim is under a set limit. If the amount of...

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