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Presenting suggestions for agents
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モジュール
Presenting suggestions for agents
4 トピック
35 分
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During customer interactions, CSRs receive suggestions through notification cards in the Interaction Portal of Pega Customer Service™. They represent...
Script adherence
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モジュール
Script adherence
3 トピック
20 分
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Learn how to configure script adherence to help CSRs deliver the prescribed script during a live conversation. You configure scripts in the dialogs...
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...
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...
Adding a new property to an existing entity
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チャレンジ
Adding a new property to an existing entity
4 タスク
20 分
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U+ Bank wants to improve the experience of its customers with personalized decisions that are driven by customer-centric engagement policies and...
Adding clickstream data to a customer profile
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チャレンジ
Adding clickstream data to a customer profile
6 タスク
30 分
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U+ Bank uses Pega Customer Decision Hub™ to present personalized credit card offers to its customers on its website. The data scientists want to...
Creating a case completion prediction
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チャレンジ
Creating a case completion prediction
3 タスク
15 分
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U+ Insurance implements Pega Process AI™ to optimize case automation. The business wants to predict whether an incoming claim has a low probability of...
Creating a fraud prediction
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チャレンジ
Creating a fraud prediction
3 タスク
15 分
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U+ Insurance routes incoming car insurance claims for straight-through processing when the amount of a claim is under a set limit. If the amount of...
Creating a new entity
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チャレンジ
Creating a new entity
5 タスク
15 分
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U+ Bank wants to improve the experience of its customers with personalized decisions that are driven by customer-centric engagement policies and...