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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...
Telephony controls
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モジュール
Telephony controls
2 トピック
20 分
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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
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モジュール
Training the email bot
2 トピック
20 分
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Pega Email Bot uses natural language processing (NLP) to analyze and learn from patterns of conversation between customer service representatives...
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...
Configuring a coaching tip
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チャレンジ
Configuring a coaching tip
2 タスク
15 分
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You are a customer service representative (CSR) manager and have observed that your CSRs are making typos consistently when entering new addresses for...
Configuring a common phrase
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チャレンジ
Configuring a common phrase
2 タスク
15 分
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Your company wants to set up a consistent greeting for customer service agents to use when sending emails to customers. The message thanks the...
Configuring a data source
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チャレンジ
Configuring a data source
1 タスク
15 分
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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...