Voice AI for Pega Sales Automation
Pega Voice AI uses proprietary speech-to-text transcription and natural language processing capabilities to analyze conversations and provide contextually relevant, real-time suggestions to sales representatives during voice interactions. By providing useful suggestions to sales representatives, Voice AI helps improve agent and customer experience and maximizes the possibility of a sale on the call.
Voice AI is seamlessly integrated with Pega Sales Automation, offering a cohesive and unified experience for sales representatives. You can tailor Voice AI models to learn from your organization's training data, delivering insights that are relevant to your company, industry, use cases, and dialects.
Voice AI enhances the efficiency of sales representatives with the following features:
Case type suggestions
Depending on the conversation's context, Voice AI suggests one or more case types to sales representatives, assisting them in managing customer interactions effectively.
Creating case suggestions involves adding one or more case types that you define in your application to the Voice AI channel configuration. When you add a case type, you specify a command, which is a topic that triggers Voice AI to suggest that case type to the sales representative if Pega Platform™ natural language processing (NLP) detects that command. After the sales representative launches the case, Pega Platform NLP also detects entities that the customer mentions, and then automatically propagates them to the case type fields that you map.
To quickly start using case suggestions without training your Voice AI model, you can directly add phrases in the Text analysis tab while configuring a case suggestion.
Knowledge suggestions
Considering the context of the conversation, Voice AI recommends relevant Pega Knowledge™ articles to sales representatives, enabling faster and more precise responses to customer inquiries.
Creating knowledge suggestions involves adding one or more knowledge articles that you define in your Pega Knowledge repository to your Voice AI channel configuration. When you add a knowledge suggestion, you associate a knowledge article with a topic. During analysis, if Pega Platform™ natural language processing (NLP) detects words that are related to the topic in a conversation, Voice AI suggests the associated knowledge article to the sales representative.
Nota: For more information about knowledge management, see Pega Knowledge.
The following figure shows a Suggested actions section of the User portal with a Task and an Article suggestion.
Nota: To learn more about Voice AI in Pega Sales Automation, see Pega Voice AI.
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