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Pega Digital Messaging

  • Mission

    Pega Digital Messaging

    7 Modules

    5 Challenges

    3 hrs 54 mins

    Visible to all users
  • Pega Digital Messaging delivers frictionless experiences over all the top consumer-preferred digital channels, including chat, Facebook, Twitter...

Pega Voice AI

  • Mission

    Pega Voice AI

    8 Modules

    2 hrs 50 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...

Creating a case from email

Reviewing log files

Routing email based on content

  • Module

    Routing email based on content

    3 Topics

    25 mins

    Visible to all users
  • Pega Email Bot can detect the topic or sentiment of an email and route the email to the appropriate operator or queue. Intelligent routing allows the...

Training the email bot

  • Module

    Training the email bot

    2 Topics

    20 mins

    Visible to all users
  • Pega Email Bot uses natural language processing (NLP) to analyze and learn from patterns of conversation between customer service representatives...

Creating a case from an email

Reviewing log files

Routing email based on content

Suggesting a reply based on email content

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