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Pega Digital Messaging
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Mission
Pega Digital Messaging
8 Modules
7 Défis
5 heures 40 mins
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Pega Digital Messaging delivers frictionless experiences over all the top consumer-preferred digital channels, including chat, Facebook, Twitter...
Pega Voice AI
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Mission
Pega Voice AI
7 Modules
2 heures 25 mins
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Pega Voice AI assists CSRs during live phone interactions by suggesting actions based on real-time analysis of the conversation.
CSRs receive...
Business conditions
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Module
Business conditions
2 Rubriques
20 mins
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Learn how to create your own, custom business conditions in App Studio. Business conditions allow you to use a set of pre-defined criteria to...
Digital messaging
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Module
Digital messaging
3 Rubriques
25 mins
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Pega Customer Service offers chat and messaging capabilities that provide flexibility to customers and adaptability for customer service...
Form autofill
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Module
Form autofill
3 Rubriques
20 mins
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Learn how to configure Form Autofill to help CSRs complete the forms associated with a case type. Voice AI detects entities in the live customer...
Pega Voice AI introduction
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Module
Pega Voice AI introduction
2 Rubriques
25 mins
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Pega Voice AI assists service and sales representatives during live phone interactions by suggesting actions based on real-time analysis of the...
Presenting suggestions for agents
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Module
Presenting suggestions for agents
4 Rubriques
35 mins
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During customer interactions, CSRs receive suggestions through notification cards in the Interaction Portal of Pega Customer Service™. They represent...
Script adherence
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Module
Script adherence
3 Rubriques
20 mins
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Learn how to configure script adherence to help CSRs deliver the prescribed script during a live conversation. You configure scripts in the dialogs...
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...