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Module

Suggested knowledge

3 Topics

20 mins

 Visible to: All users
Beginner
Pega Customer Service '24.1
Pega Customer Service '23
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.
Describe best practices for using knowledge articles.

Available in the following mission:

Pega Voice AI v4

Topics

Knowledge articles

5 mins

Adding a suggested knowledge article

5 mins

Best practices for using knowledge articles

5 mins

Module Quiz

5 mins

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