Voice AI for Pega Sales Automation
Pega Voice AI uses proprietary speech-to-text transcription and natural language processing capabilities to analyze conversations and provide contextually relevant, real-time suggestions to sales representatives during voice interactions. By providing useful suggestions to sales representatives, Voice AI helps improve agent and customer experience and maximizes the possibility of a sale on the call.
Voice AI is seamlessly integrated with Pega Sales Automation, offering a cohesive and unified experience for sales representatives. You can tailor Voice AI models to learn from your organization's training data, delivering insights that are relevant to your company, industry, use cases, and dialects.
Voice AI enhances the efficiency of sales representatives with the following features:
Case type recommendations
Depending on the conversation's context, Voice AI suggests one or more case types to sales representatives, assisting them in managing customer interactions effectively.
Knowledge recommendations
Considering the context of the conversation, Voice AI recommends relevant Pega Knowledge™ articles to sales representatives, enabling faster and more precise responses to customer inquiries.
The following figure shows a Suggested actions section of the User portal with a Task and an Article suggestion.
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