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Suggested knowledge articles

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 knowledge article in the Voice AI channel. A suggested Pega Knowledge article provides information related to the live customer conversation. A knowledge article answers customer and CSR questions about a case. 

After completing this module, you should be able to:

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

Available in the following mission:

Pega Voice AI v2

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