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

Learn how to create help content using Pega Knowledge™. The help content is available to all customer service agents and can be directly associated...

A customer service representative (CSR) logs into the telephony system and controls calls using the Pega Call™ desktop. Learn how the CSR uses the...

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

Learn how Pega Voice AI™ integrates with your Pega Customer Service™ application. Understand the components of the Voice AI architecture and how these...

You can customize the models that Pega Voice AI uses to transcribe customer conversations and identify topics and entities. Working with Pega Support...

Learn to properly manage work using Worklists. Claim unassigned work from a workbasket, or transfer work between users to help manage the workload of...

Sarah Connor needs help with her account and clarification in her transaction. She starts an interaction with a customer service representative (CSR)...

Customers of U+ Bank initiate a chat session with a live CSR and request to make a payment. The expected outcome is that Messaging AI analyzes the...