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Email Bots for Pega Customer Service
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Mission
Email Bots for Pega Customer Service
4 Modules
3 Défis
2 heures 35 mins
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Learn how Pega Email Bot™ can act as a virtual assistant to your customer service representatives. Reduce time spent categorizing and routing inbound...
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...
Configuring a dashboard
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Module
Configuring a dashboard
1 Rubrique
15 mins
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Configure the content and organization of a user dashboard to provide easy access to the information that business users need to know.
Creating a case from email
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Module
Creating a case from email
2 Rubriques
20 mins
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Pega Email Bot™ can improve email response by starting a service case based on the content of a customer email.
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...
Monitoring your contact center with Insights
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Module
Monitoring your contact center with Insights
2 Rubriques
15 mins
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Pega Customer Service™ provides various ways for managers to observe and monitor the application and performance of the call center. You will learn...
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...
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.