Pega GenAI in Pega Customer Service

Learn how to make use of Pega GenAI™ features that aid CSRs in accessing knowledge, creating automated interaction summaries, suggesting responses, and automatically creating follow-up tasks in Pega Customer Service™.

Beginner

Generative AI

English

After completing this module, you should be able to:

Run an AI-assisted interaction with a customer.

Create a Buddy.

Practice what you learned in the following Challenge:

Creating a Knowledge Buddy v3

Available in the following mission:

Innovation with Pega GenAI v4

Topics

Generative AI in Pega Customer Service

5 mins

Assisting agents with Pega GenAI

5 mins

Creating a Pega Customer Service application using Pega GenAI Blueprint

5 mins

Customer Simulator overview

10 mins

Introduction to Agentic Messaging, Voice, and Email

5 mins

Pega Knowledge Buddy

5 mins

Creating a Buddy

5 mins

Module Quiz

5 mins