Skip to main content

Search

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...

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...

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...

Suggested cases

  • Module

    Suggested cases

    3 Topics

    25 mins

    Visible to: All users
  • 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

    Visible to: All users
  • Learn how to configure a suggested knowledge article in the Voice AI channel. A suggested Pega Knowledge article provides information related to the...

Voice AI components

  • Module

    Voice AI components

    2 Topics

    15 mins

    Visible to: All users
  • Learn how Pega Voice AI™ integrates with your Pega Customer Service™ application. Understand the components of the Voice AI architecture and how these...

Working with Voice AI models

  • Module

    Working with Voice AI models

    2 Topics

    15 mins

    Pega Customer Service 8.8 Visible to: All users
  • You can customize the models that Pega Voice AI uses to transcribe customer conversations and identify topics and entities. Working with Pega Support...

We'd prefer it if you saw us at our best.

Pega Academy has detected you are using a browser which may prevent you from experiencing the site as intended. To improve your experience, please update your browser.

Close Deprecation Notice