Mission
Pega Voice AI
8 Modules
3 hrs 20 mins
Pega Voice AI assists CSRs during live phone interactions by suggesting actions based on real-time analysis of the conversation.
CSRs receive suggested actions in the form of case types, knowledge articles, visual reminders of required scripts, and suggested values for form fields. Pega Voice AI acts as a co-pilot, with the CSR always in control of processing the case.
In this mission, you learn how to configure a Voice AI channel to suggest the appropriate actions based on the customer conversation.
Real-time speech-to-text transcription and natural language processing (NLP) power Voice AI. You learn how to train the AI models to improve accuracy and efficiency of results.
Available in the following mission:
Pega Voice AI introduction
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Module
Pega Voice AI introduction
2 Topics
25 mins
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Pega Voice AI assists service and sales representatives during live phone interactions by suggesting actions based on real-time analysis of the...
Voice AI components
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Module
Voice AI components
2 Topics
15 mins
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Learn how Pega Voice AI™ integrates with your Pega Customer Service™ application. Understand the components of the Voice AI architecture and how these...
Suggested cases
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Module
Suggested cases
3 Topics
25 mins
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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.
Working with Voice AI models
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Module
Working with Voice AI models
2 Topics
15 mins
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You can customize the models that Pega Voice AI uses to transcribe customer conversations and identify topics and entities. Working with Pega Support...