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Supporting agents with help content
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Module
Supporting agents with help content
5 Rubriques
30 mins
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Learn how to create help content using Pega Knowledge™. The help content is available to all customer service agents and can be directly associated...
Telephony controls
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Module
Telephony controls
2 Rubriques
20 mins
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A customer service representative (CSR) logs into the telephony system and controls calls using the Pega Call™ desktop. Learn how the CSR uses the...
Training the email bot
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Module
Training the email bot
2 Rubriques
20 mins
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Pega Email Bot uses natural language processing (NLP) to analyze and learn from patterns of conversation between customer service representatives...
Voice AI components
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Module
Voice AI components
2 Rubriques
15 mins
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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
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Module
Working with Voice AI models
2 Rubriques
15 mins
Pega Customer Service 8.8 -
You can customize the models that Pega Voice AI uses to transcribe customer conversations and identify topics and entities. Working with Pega Support...
Adding a new property to an existing entity
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Défi
Adding a new property to an existing entity
4 Tâches
20 mins
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U+ Bank wants to improve the experience of its customers with personalized decisions that are driven by customer-centric engagement policies and...
Conducting an interaction
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Défi
Conducting an interaction
3 Tâches
15 mins
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As a customer service representative (CSR) you are tasked to handle interactions through various channels. In this challenge, you will conduct an...
Configuring a Case suggestion
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Défi
Configuring a Case suggestion
5 Tâches
15 mins
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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...
Configuring a chatbot with web messaging
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Défi
Configuring a chatbot with web messaging
5 Tâches
5 mins
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The business wants to let customers open an account by using a digital messaging channel. The chatbots can handle this type of request and allow...
Configuring a coaching tip
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Défi
Configuring a coaching tip
2 Tâches
15 mins
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You are a customer service representative (CSR) manager and have observed that your CSRs are making typos consistently when entering new addresses for...