Search
Suggested cases
-
モジュール
Suggested cases
3 トピック
25 分
-
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.
Suggested knowledge articles
-
モジュール
Suggested knowledge articles
3 トピック
20 分
-
Learn how to configure a suggested knowledge article in the Voice AI channel. A suggested Pega Knowledge article provides information related to the...
Suggesting tasks to agents
-
モジュール
Suggesting tasks to agents
2 トピック
30 分
-
Learn how to suggest tasks to customer service agents. You will learn how to configure dynamic suggestions using the Pega Customer Decision Hub.
Supporting agents with help content
-
モジュール
Supporting agents with help content
5 トピック
30 分
-
Learn how to create help content using Pega Knowledge™. The help content is available to all customer service agents and can be directly associated...
Telephony controls
-
モジュール
Telephony controls
2 トピック
20 分
-
A customer service representative (CSR) logs into the telephony system and controls calls using the Pega Call™ desktop. Learn how the CSR uses the...
Training the email bot
-
モジュール
Training the email bot
2 トピック
20 分
-
Pega Email Bot uses natural language processing (NLP) to analyze and learn from patterns of conversation between customer service representatives...
Voice AI components
-
モジュール
Voice AI components
2 トピック
15 分
-
Learn how Pega Voice AI™ integrates with your Pega Customer Service™ application. Understand the components of the Voice AI architecture and how these...
Working with Voice AI models
-
モジュール
Working with Voice AI models
2 トピック
15 分
Pega Customer Service 8.8 -
You can customize the models that Pega Voice AI uses to transcribe customer conversations and identify topics and entities. Working with Pega Support...
Conducting an interaction
-
チャレンジ
Conducting an interaction
3 タスク
15 分
-
As a customer service representative (CSR) you are tasked to handle interactions through various channels. In this challenge, you will conduct an...
Configuring a Case suggestion
-
チャレンジ
Configuring a Case suggestion
5 タスク
15 分
-
Customers of U+ Bank initiate a chat session with a live CSR and request to make a payment. The expected outcome is that Messaging AI analyzes the...