Suggested knowledge

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.

Beginner

English

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

Topics

Knowledge articles

5 mins

Adding a suggested knowledge article

5 mins

Best practices for using knowledge articles

5 mins

Knowledge Buddy questions and answers

5 mins

Configuring a topic for Knowledge Buddy

5 mins

Module Quiz

5 mins