Pega Voice AI introduction

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.

After completing this module, you should be able to:

Available in the following missions: