モジュール
Conversational analytics
2 トピック
15 分
Pega Customer Service '25
Conversational analytics uses AI to evaluate customer interactions during the wrap-up process. It transforms transcripts from voice, digital messaging, and email channels into real-time insights that help assess interaction quality, sentiment trends, and coaching opportunities. These analytics generate both quantitative scores and qualitative feedback, supporting data-driven performance management. These insights are embedded throughout the Interaction Portal to guide decision-making and agent development.
初級
英語