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.
Suggested knowledge
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Module
Suggested knowledge
3 Topics
20 mins
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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...
Form autofill
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Module
Form autofill
3 Topics
20 mins
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Learn how to configure Form Autofill to help CSRs complete the forms associated with a case type. Voice AI detects entities in the live customer...
Script adherence
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Module
Script adherence
3 Topics
20 mins
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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...
Managing customer interactions
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Module
Managing customer interactions
4 Topics
30 mins
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Voice AI provides tools to allow managers to monitor and evaluate interactions between a customer and a CSR. Managers can use real-time alerts and...
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...
