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Role of a Pega Business Architect
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Module
Role of a Pega Business Architect
2 Rubriques
30 mins
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The Pega Business architect serves as a liaison between the business function and the technical development team to ensure that the Pega solution...
Routing email based on content
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Module
Routing email based on content
3 Rubriques
25 mins
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Pega Email Bot can detect the topic or sentiment of an email and route the email to the appropriate operator or queue. Intelligent routing allows the...
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...
Tools for debugging Constellation applications
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Module
Tools for debugging Constellation applications
2 Rubriques
35 mins
Pega Platform '23 -
Examine the tools that are available to assist in debugging Constellation applications.
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...
Debugging application errors
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Défi
Debugging application errors
4 Tâches
20 mins
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As part of processing an assistance request Case, the Roadside Assistance application copies the services performed from the child Services Case to...