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Module

Suggested cases

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 a suggested case in the Voice AI channel. A suggested case provides guidance to the CSR on how to resolve a customer request.

After completing this module, you should be able to:

Describe how audio from a customer call generates case suggestions for the CSR.
Configure a new suggested case.

Available in the following mission:

Pega Voice AI v2

Topics

Suggested cases

5 mins

Adding a suggested case

5 mins

Module Quiz

5 mins

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