Search
Email Bots for Pega Customer Service
-
Mission
Email Bots for Pega Customer Service
4 Modules
3 Challenges
2 hrs 35 mins
-
Learn how Pega Email Bot™ can act as a virtual assistant to your customer service representatives. Reduce time spent categorizing and routing inbound...
Authenticating customers using Digital Messaging
-
Module
Authenticating customers using Digital Messaging
2 Topics
20 mins
-
Authentication helps prevent malicious or unauthorized users from hijacking data. In this module, you learn how Pega Customer Service™ authenticates...
Configuring chat queues and routing
-
Module
Configuring chat queues and routing
5 Topics
40 mins
-
You use Digital Messaging so that customers can communicate with your organization in real time on any device. Chat requests can be sent to any...
Configuring common phrases for agents
-
Module
Configuring common phrases for agents
1 Topic
10 mins
-
Learn how to provide customer service agents with a set of common phrases so that the agents can insert preapproved phrases into their responses to...
Configuring Digital Messaging Manager
-
Module
Configuring Digital Messaging Manager
8 Topics
1 hr 10 mins
-
The Digital Messaging Manager lets you add chat connections and social messaging platforms to your Digital Messaging channel interface. The Digital...
Creating a case from email
-
Module
Creating a case from email
2 Topics
20 mins
-
Pega Email Bot™ can improve email response by starting a service case based on the content of a customer email.
Getting started with Digital Messaging
-
Module
Getting started with Digital Messaging
2 Topics
15 mins
-
In this module, you learn about Digital Messaging and its supported messaging platforms. Also, learn how to create a Digital Messaging interface to...
Routing email based on content
-
Module
Routing email based on content
3 Topics
25 mins
-
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...
Setting chat and messaging behavior
-
Module
Setting chat and messaging behavior
4 Topics
35 mins
-
Chat and messaging configuration options define the properties for all the individual channels that support conversations between customer service...
Setting up Messaging AI
-
Module
Setting up Messaging AI
5 Topics
50 mins
-
Messaging AI analyzes the context of the conversation and suggests cases and knowledge articles while a CSR interacts with a customer. Messaging AI...