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Script adherence

2 Topics

15 mins

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

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

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