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Pega UX solutions
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Module
Pega UX solutions
4 Topics
1 hr
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This module provides an overview of Pega Platform™ UX solutions and their advantages.
Predicting case completion
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Module
Predicting case completion
1 Topic
15 mins
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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
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Module
Predicting fraud
1 Topic
15 mins
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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
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Module
Predicting missing the Service-Level Agreement
1 Topic
10 mins
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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
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Module
Presenting suggestions for agents
4 Topics
35 mins
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During customer interactions, CSRs receive suggestions through notification cards in the Interaction Portal of Pega Customer Service™. They represent...
Routing Assignments to users
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Module
Routing Assignments to users
1 Topic
25 mins
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Assign responsibility for completing a Task to one or more users. Routing increases business efficiency by ensuring that the most appropriate users...
Setting chat and messaging behavior
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Module
Setting chat and messaging behavior
4 Topics
35 mins
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Chat and messaging configuration options define the properties for all the individual channels that support conversations between customer service...
Setting up Messaging AI
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Module
Setting up Messaging AI
5 Topics
50 mins
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Messaging AI analyzes the context of the conversation and suggests cases and knowledge articles while a CSR interacts with a customer. Messaging AI...
Adding a duplicate Case search for BAs
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Challenge
Adding a duplicate Case search for BAs
4 Tasks
15 mins
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In a DCO session, GoGoRoad stakeholders said that they want to ensure that only one Assistance Request Case is processed for each customer incident...
Adding a duplicate Case Type search
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Challenge
Adding a duplicate Case Type search
3 Tasks
10 mins
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InsCorp wants to ensure that only one Assistance Request Case is processed for each request. Customers that send assistance requests might have...