Using Customer Simulator to train CSRs

The Customer Simulator application lets you simulate real customer interactions in your Digital Messaging and Voice AI channels. CSRs use simulations to practice and improve their skills in a safe environment, boosting their performance and customer service quality. You set up different scenarios and personas for training purposes, and then run simulations to obtain real-time insights on CSR performance.

Beginner

English

After completing this module, you should be able to:

Configure scenarios for Customer Simulator.

Run a simulation to train your CSRs in handling customer interactions.

Available in the following mission:

Pega Customer Service Foundation v9

Topics

Customer Simulator overview

10 mins

Customer Simulator demo

5 mins

Creating and running a customer simulation

5 mins

Setting up Customer Simulator

15 mins

Module Quiz

5 mins