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Pega Voice AI introduction

2 Topics

25 mins

Visible to: All users
Beginner Pega Customer Service 8.8 Pega Customer Service 8.7 Pega Customer Service 8.6 Voice AI English
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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 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:

Describe Voice AI features
Explain the customer service or sales representative experience

Available in the following missions:

Pega Customer Service Foundation v5 Pega Voice AI v2

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