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Form autofill

3 Topics

20 mins

Visible to: All users
Beginner Pega Customer Service 8.8 Voice AI English

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 conversation and associates entities with properties used to complete a form. For example, Voice AI can detect a street address and then add it to the address change form.

After completing this module, you should be able to:

Describe how Voice AI detects entities during a live customer call and associates the entities with case properties.
Map entities to case properties.
Describe best practices for using form autofill.

Available in the following mission:

Pega Voice AI

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