![](/themes/custom/pegaacademy_theme/images/backgrounds/background-satellite-dish.jpg)
Search
Supporting agents with help content
-
Module
Supporting agents with help content
5 Topics
30 mins
-
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
-
Module
Telephony controls
2 Topics
20 mins
-
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
-
Module
Training the email bot
2 Topics
20 mins
-
Pega Email Bot uses natural language processing (NLP) to analyze and learn from patterns of conversation between customer service representatives...
Voice AI components
-
Module
Voice AI components
2 Topics
15 mins
-
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
-
Module
Working with Voice AI models
2 Topics
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...
Conducting an interaction
-
Challenge
Conducting an interaction
3 Tasks
15 mins
-
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
-
Challenge
Configuring a Case suggestion
5 Tasks
15 mins
-
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
-
Challenge
Configuring a chatbot with web messaging
5 Tasks
5 mins
-
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
-
Challenge
Configuring a coaching tip
2 Tasks
15 mins
-
You are a customer service representative (CSR) manager and have observed that your CSRs are making typos consistently when entering new addresses for...
Configuring a common phrase
-
Challenge
Configuring a common phrase
2 Tasks
15 mins
-
Your company wants to set up a consistent greeting for customer service agents to use when sending emails to customers. The message thanks the...