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Creating a case from email
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Module
Creating a case from email
2 Rubriques
20 mins
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Pega Email Bot™ can improve email response by starting a service case based on the content of a customer email.
Creating Customer Service data sources
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Module
Creating Customer Service data sources
1 Rubrique
10 mins
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You use Customer Service data sources to add external data objects into the Pega Customer Service™ application. Within data sources, you can specify...
Integrating external data
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Module
Integrating external data
2 Rubriques
20 mins
Pega Customer Service 8.8 -
In this module, you learn how to integrate external data into a Pega Customer Service application. You will connect to a REST service that contains...
Next best action and customer interactions
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Module
Next best action and customer interactions
2 Rubriques
20 mins
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The omnichannel Pega AI delivers the right action at every customer touch by crunching millions of data points in real time.
Learn how you can use...
Presenting suggestions for agents
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Module
Presenting suggestions for agents
4 Rubriques
35 mins
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During customer interactions, CSRs receive suggestions through notification cards in the Interaction Portal of Pega Customer Service™. They represent...
Routing email based on content
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Module
Routing email based on content
3 Rubriques
25 mins
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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...
Training the email bot
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Module
Training the email bot
2 Rubriques
20 mins
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Pega Email Bot uses natural language processing (NLP) to analyze and learn from patterns of conversation between customer service representatives...
Configuring a data source
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Défi
Configuring a data source
1 Tâche
15 mins
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As a system architect, there is a requirement for the contact identifier to be used in dialogs in the Contact category. You have been tasked with...
Creating a case from an email
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Défi
Creating a case from an email
4 Tâches
20 mins
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Your customer, U+ Bank, wants to speed up email interactions for address changes by pre-populating cases with the correct values. For address change...
Integrating external customer service data
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Défi
Integrating external customer service data
5 Tâches
30 mins
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A REST service has been created to access contact data for a customer. Your task is to access that data to replace the sample data.
Use the following...