Mission
Pega Voice AI
9 Módulos
3 h 50 min
Pega Voice AI assists CSRs during live phone interactions by suggesting actions based on real-time analysis of the conversation. CSRs receive suggested actions in the form of case types, knowledge articles, visual reminders of required scripts, and suggested values for form fields. Pega Voice AI acts as a co-pilot, with the CSR always in control of processing the case.
In this mission, you learn how to configure a Voice AI channel to suggest the appropriate actions based on the customer conversation. You learn how to train the AI models to improve accuracy and efficiency of results.
Disponível na seguinte missão:
Pega Voice AI introduction
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Module
Pega Voice AI introduction
2 Tópicos
25 min
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Pega Voice AI assists service and sales representatives during live phone interactions by suggesting actions based on real-time analysis of the...
Voice AI components
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Module
Voice AI components
2 Tópicos
15 min
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Learn how Pega Voice AI™ integrates with your Pega Customer Service™ application. Understand the components of the Voice AI architecture and how these...
Suggested cases
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Module
Suggested cases
3 Tópicos
25 min
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Learn how to configure a suggested case in the Voice AI channel. A suggested case provides guidance to the CSR on how to resolve a customer request.
Suggested knowledge
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Module
Suggested knowledge
5 Tópicos
30 min
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Learn how to configure the Voice AI channel to suggest knowledge articles based on the live conversation. A knowledge article answers customer and CSR...
Suggested next best actions
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Module
Suggested next best actions
2 Tópicos
15 min
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If your Pega Customer Service application includes a Pega Customer Decision Hub license, you can configure the Voice AI channel to suggest next best...
Form autofill
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Module
Form autofill
3 Tópicos
20 min
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Learn how to configure Form Autofill to help CSRs complete the forms associated with a case type. Voice AI detects entities in the live customer...
Script adherence
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Module
Script adherence
3 Tópicos
20 min
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Learn how to configure script adherence to help CSRs deliver the prescribed script during a live conversation. You configure scripts in the dialogs...
Managing customer interactions
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Module
Managing customer interactions
4 Tópicos
25 min
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Voice AI provides tools to allow managers to monitor and evaluate interactions between a customer and a CSR. Managers can use real-time alerts and...
Working with Voice AI models
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Module
Working with Voice AI models
2 Tópicos
15 min
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You can customize the models that Pega Voice AI uses to transcribe customer conversations and identify topics and entities. Working with Pega Support...
