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Module

Suggested knowledge

5 Topics

30 mins

Visible to: All users
Beginner
Pega Customer Service '24.2
English

Learn how to configure the Voice AI channel to suggest knowledge articles based on the live conversation. A knowledge article answers customer and CSR questions about a case. Learn how to integrate a Pega Knowledge Buddy to suggest a response to a customer question. Pega Knowledge Buddy uses Pega GenAI to find accurate and relevant information within an organization's knowledge base.

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.
Configure a Knowledge Buddy to answer customer questions.

Available in the following mission:

Pega Voice AI v5

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