Skip to main content


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 Generative AI English

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 v7 Pega Voice AI v3

We'd prefer it if you saw us at our best.

Pega Academy has detected you are using a browser which may prevent you from experiencing the site as intended. To improve your experience, please update your browser.

Close Deprecation Notice