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Pega Digital Messaging

Pega Voice AI

  • Mission

    Pega Voice AI

    7 Modules

    2 hrs 25 mins

    Visible to: All users
  • Pega Voice AI assists CSRs during live phone interactions by suggesting actions based on real-time analysis of the conversation.

    CSRs receive...

Business conditions

  • Module

    Business conditions

    2 Topics

    20 mins

    Visible to: All users
  • Learn how to create your own, custom business conditions in App Studio. Business conditions allow you to use a set of pre-defined criteria to...

Digital messaging

  • Module

    Digital messaging

    3 Topics

    25 mins

    Visible to: All users
  • Pega Customer Service offers chat and messaging capabilities that provide flexibility to customers and adaptability for customer service...

Form autofill

  • Module

    Form autofill

    3 Topics

    20 mins

    Visible to: All users
  • 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...

Monitoring your contact center with Insights

  • Module

    Monitoring your contact center with Insights

    2 Topics

    15 mins

    Visible to: All users
  • Pega Customer Service™ provides various ways for managers to observe and monitor the application and performance of the call center. You will learn...

Next best action and customer interactions

Pega Voice AI introduction

  • Module

    Pega Voice AI introduction

    2 Topics

    25 mins

    Visible to: All users
  • Pega Voice AI assists service and sales representatives during live phone interactions by suggesting actions based on real-time analysis of the...

Presenting suggestions for agents

  • Module

    Presenting suggestions for agents

    4 Topics

    35 mins

    Visible to: All users
  • During customer interactions, CSRs receive suggestions through notification cards in the Interaction Portal of Pega Customer Service™. They represent...

Script adherence

  • Module

    Script adherence

    3 Topics

    20 mins

    Visible to: All users
  • Learn how to configure script adherence to help CSRs deliver the prescribed script during a live conversation. You configure scripts in the dialogs...

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