Module

Suggested cases

3 Topics

25 mins

Visible to: All users

Beginner

Pega Customer Service '24.1

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.

Pega Voice AI v4

Suggested cases

5 mins

Adding a suggested case

5 mins

Best practices for using suggested cases

10 mins

Module Quiz

5 mins

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