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Module

Suggested knowledge articles

3 Topics

20 mins

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

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.
Describe best practices for using knowledge articles.

Available in the following mission:

Pega Voice AI

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