Pega Voice AI assists service and sales representatives during live phone interactions by suggesting actions based on real-time analysis of the conversation.
Voice AI offers four features that help your organization provide a consistent and efficient customer experience:
- Script adherence reminders and visualization to improve HIPAA and fiduciary compliance.
- Hands-free form autofill that uses entities detected from the voice stream, which reduces handling time.
- Case suggestions that provide guidance on how to resolve a customer request.
- Knowledge suggestions put relevant content and answers at the representative’s fingertips
Real-time speech-to-text transcription and natural language processing powers Voice AI.