Setting up Messaging AI

Messaging AI analyzes the context of the conversation and suggests cases and knowledge articles while a CSR interacts with a customer. Messaging AI autofills form fields with information that the customer provides during the chat conversation.

Also, learn how to make use of Pega GenAI™ features that can aid CSRs in creating automated interaction summaries in Pega Customer Service™.

Débutant

Constellation

Anglais

Après avoir terminé ce module, vous pourrez :

Describe Messaging AI features.

Configure a new suggested case.

Configure a new suggested knowledge article.

Configure a form autofill by mapping entities to case properties.

Observe an autogenerated Interaction summary.

Disponible dans la mission suivante :

Pega Digital Messaging v5

Rubriques

Messaging AI

10 mins

Configuring a suggested case

10 mins

Configuring a suggested knowledge article

10 mins

Configuring a form autofill

10 mins

Interaction summaries using Pega GenAI

5 mins

Quiz du module

5 mins