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Setting chat and messaging behavior
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モジュール
Setting chat and messaging behavior
4 トピック
35 分
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Chat and messaging configuration options define the properties for all the individual channels that support conversations between customer service...
Setting up Messaging AI
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モジュール
Setting up Messaging AI
5 トピック
50 分
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Messaging AI analyzes the context of the conversation and suggests cases and knowledge articles while a CSR interacts with a customer. Messaging AI...
Suggested cases
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モジュール
Suggested cases
3 トピック
25 分
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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
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モジュール
Suggested knowledge articles
3 トピック
20 分
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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
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モジュール
Suggesting tasks to agents
2 トピック
30 分
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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
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モジュール
Supporting agents with help content
5 トピック
30 分
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Learn how to create help content using Pega Knowledge™. The help content is available to all customer service agents and can be directly associated...
Working with Voice AI models
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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
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チャレンジ
Conducting an interaction
3 タスク
15 分
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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
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チャレンジ
Configuring a Case suggestion
5 タスク
15 分
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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...
Configuring a chatbot with web messaging
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チャレンジ
Configuring a chatbot with web messaging
5 タスク
5 分
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The business wants to let customers open an account by using a digital messaging channel. The chatbots can handle this type of request and allow...