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Dialog verbatim control

You use the verbatim setting to ensure that the CSR adheres to the text that you've entered in dialogs. The dialog text, or script, is displayed at the top of the current customer interaction. For example, when the interaction starts, the script displays "How can I help you today, Mr Brown?"

You can configure Dialogs for all interactions as well as dialogs for specific case types. For example, for the Address Change case type, we have configured dialogs for the following:

  • Account address change: May I have the new address and phone number for your account, please?
  • Account address change: I've made that change. Should I update the addresses of the other accounts your own, Ms. Connor?

Dialog verbatim control in UIKit user interface


Consider a scenario where a customer, Sara Connor, calls the support center and says that she wants to update her home address. You want the CSR to respond using the assigned scripts.

To achieve this outcome, you configure the script adherence setting for the Account Address Change form dialogs.

You log into Pega Customer Service as an administrator.

In the Interaction Portal, start a demo screen pop with Sara Connor. The case starts with a standard greeting script. Start an Address Change case.

The first Address change dialog displays.

To set script adherence for this address change dialog, select Configuration tools. The Configuration tools screen appears.

On the Dialogs tab, you can see that the greeting is set for script adherence. This dialog must be delivered verbatim.

As a CSR continues to process the case, the next address change form dialog shows another script.

You can toggle the setting for any dialog in the case flow. You can determine that some scripts should be said verbatim, while others are less critical and do not need monitoring.

You continue processing the example case. For each dialog, you can view the verbatim setting by selecting Configuration tools.

Complete the case to save the changes.

You've reached the end of this video.

Dialog verbatim control in Constellation user interface

You can configure dialogs in the configuration manager portal. For information on configuring dialogs, see Guiding a customer service agent with dialogs.

The following screen shows the dialogs configured for the Address change case.

Configure dialogs for Address change

For each dialog, you can set whether the CSR should say the script verbatim. To enable script adherence for a particular dialog, you select the This dialog must be delivered verbatim when Voice AI is enabled for the CSR option. In the Account address change example, the option is selected for the following dialog:

Verbatim setting for a dialog

If the option is not selected, Voice AI does not check the dialog for script adherence.

The setting for Verbatim dialog threshold, which is set in the Voice AI configuration set, determines whether the words match enough for Voice AI to consider near verbatim, for example, an 80% match.

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