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Setting up Messaging AI
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Module
Setting up Messaging AI
5 Topics
50 mins
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Messaging AI analyzes the context of the conversation and suggests cases and knowledge articles while a CSR interacts with a customer. Messaging AI...
Suggested cases
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Module
Suggested cases
3 Topics
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 Topics
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...
Suggesting tasks to agents
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Module
Suggesting tasks to agents
2 Topics
30 mins
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Learn how to suggest tasks to customer service agents. You will learn how to configure dynamic suggestions using the Pega Customer Decision Hub.
Supporting agents with help content
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Module
Supporting agents with help content
5 Topics
30 mins
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Learn how to create help content using Pega Knowledge™. The help content is available to all customer service agents and can be directly associated...
Text analytics for email routing
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Module
Text analytics for email routing
2 Topics
25 mins
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Humans can effortlessly interpret a single tweet but are unable to parse a large volume of information efficiently. Businesses are exploring ways to...
Working with Voice AI models
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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...
Adding predictors to an adaptive model
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Challenge
Adding predictors to an adaptive model
6 Tasks
10 mins
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U+ Bank is implementing cross-selling of their credit cards on the web by using Pega Customer Decision Hub™. The implementation team has set up the...
Adding predictors to an adaptive model in BOE
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Challenge
Adding predictors to an adaptive model in BOE
5 Tasks
10 mins
Pega Customer Decision Hub 8.8 -
U+ Bank uses Pega Customer Decision Hub™ to personalize the credit card and mortgage offers that customers receive on its website. To optimize...
Building models with Pega machine learning
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Challenge
Building models with Pega machine learning
6 Tasks
15 mins
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U+ Bank implements Customer Decision Hub™ to determine which credit card offer to show a customer on the bank's website. To reduce the number of...