Paragraph verbatim control

You use the script adherence controls to ensure that the CSR adheres to the text that you've entered in dialogs. The dialog text 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?"

In addition to the script dialogs, you can use the Verbatim paragraph control to ensure adherence to paragraphs that appear within the forms displayed during an interaction. You can create multiple verbatim controls within a Case View. Based on the confidence score that you specify in the verbatim paragraph control, Pega Voice AI determines whether a CSR has delivered the paragraph verbatim. You can also make it mandatory for CSRs to either meet the confidence score that you specify or manually attest that they have delivered the paragraph verbatim before they can proceed to the next step. For example, in the Vehicle lienholders form, you could display the text: "Before we proceed with updating the lienholder information on your vehicle, please be informed that by submitting this form, you authorize us to update our records to remove the current lienholder details." The following figure shows an example of how the verbatim paragraph control can be used.

For information on setting up verbatim paragraph control in a View, see Configuring verbatim paragraphs.

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This Topic is available in the following Module:

• Script adherence v3