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Setting chat and messaging behavior
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Module
Setting chat and messaging behavior
4 Rubriques
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 Rubriques
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...
Suggested cases
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Module
Suggested cases
3 Rubriques
25 mins
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Learn how to configure a suggested case in the Voice AI channel. A suggested case provides guidance to the CSR on how to resolve a customer request.
Suggested knowledge articles
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Module
Suggested knowledge articles
3 Rubriques
20 mins
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Learn how to configure a suggested knowledge article in the Voice AI channel. A suggested Pega Knowledge article provides information related to the...
Suggesting tasks to agents
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Module
Suggesting tasks to agents
2 Rubriques
30 mins
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Learn how to suggest tasks to customer service agents. You will learn how to configure dynamic suggestions using the Pega Customer Decision Hub.
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 in the Patient 360 profile
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Module
Working in the Patient 360 profile
8 Rubriques
1h 35 mins
Pega Care Management 8.7 -
Learn about the key concepts and best practices for configuring Patient 360, including setting the categories for tracking social determinants of...