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

Inglês

Depois de concluir este módulo, você deverá ser capaz de:

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.

Disponível na seguinte missão:

Pega Voice AI v5

Tópicos

Knowledge articles

5 min

Adding a suggested knowledge article

5 min

Best practices for using knowledge articles

5 min

Knowledge Buddy questions and answers

5 min

Configuring a topic for Knowledge Buddy

5 min

Quiz do módulo

5 min