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