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Module

Script adherence

Archived

2 Topics

15 mins

 Visible to: All users Applies to: Pega Customer Service 8.8, Pega Customer Service 8.7
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Learn how to configure script adherence to help CSRs deliver the prescribed script during a live conversation. You configure scripts in the dialogs associated with each case type. Voice AI detects what the CSR says and measures the compliance score for each script. The script adherence feature helps organizations mitigate compliance risk.

Beginner
Voice AI
English

After completing this module, you should be able to:

Describe how Voice AI detects script adherence.
Configure script adherence for a case type.

Available in the following mission:

Pega Voice AI v2

Topics

Script adherence

5 mins

Configuring script adherence

5 mins

Module Quiz

5 mins

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