Search
Predicting case completion
-
Module
Predicting case completion
1 Topic
15 mins
-
Pega Process AI™ can help to distinguish regular from complex claims. Complex claims often escalate into a lengthy process, which is not only costly...
Predicting fraud
-
Module
Predicting fraud
1 Topic
15 mins
-
Occasionally, an insurance claim might be erroneous or even fraudulent. To detect fraud and optimize the way in which the application routes work and...
Predicting missing the Service-Level Agreement
-
Module
Predicting missing the Service-Level Agreement
1 Topic
10 mins
-
Pega Process AI™ can help to distinguish regular from complex claims. Complex claims often escalate into a lengthy process, which is not only costly...
Presenting suggestions for agents
-
Module
Presenting suggestions for agents
4 Topics
35 mins
-
During customer interactions, CSRs receive suggestions through notification cards in the Interaction Portal of Pega Customer Service™. They represent...
Routing Assignments to users
-
Module
Routing Assignments to users
1 Topic
25 mins
-
Assign responsibility for completing a Task to one or more users. Routing increases business efficiency by ensuring that the most appropriate users...
Script adherence
-
Module
Script adherence
3 Topics
20 mins
-
Learn how to configure script adherence to help CSRs deliver the prescribed script during a live conversation. You configure scripts in the dialogs...
Sending emails during Case processing
-
Module
Sending emails during Case processing
1 Topic
15 mins
-
Organizations depend on timely communication to establish a shared understanding of transactions or Assignments. Generate and send automated emails...
Skipping a Process or a Stage
-
Module
Skipping a Process or a Stage
1 Topic
10 mins
-
Skip Processes and entire Stages that are unnecessary in certain situations so that Cases can process with increased efficiency and flexibility.
Suggested cases
-
Module
Suggested cases
3 Topics
25 mins
-
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 articles
-
Module
Suggested knowledge articles
3 Topics
20 mins
-
Learn how to configure a suggested knowledge article in the Voice AI channel. A suggested Pega Knowledge article provides information related to the...