Skip to main content


Suggested cases

3 Topics

25 mins

Visible to: All users
Beginner Pega Customer Service '23 Voice AI English

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.
Describe best practices for using suggested cases.

Available in the following mission:

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