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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...
Telephony controls
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Module
Telephony controls
2 Topics
20 mins
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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
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Module
Training the email bot
2 Topics
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...
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 a new property to an existing entity
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Challenge
Adding a new property to an existing entity
4 Tasks
20 mins
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U+ Bank wants to improve the experience of its customers with personalized decisions that are driven by customer-centric engagement policies and...
Adding clickstream data to a customer profile
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Challenge
Adding clickstream data to a customer profile
6 Tasks
30 mins
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U+ Bank uses Pega Customer Decision Hub™ to present personalized credit card offers to its customers on its website. The data scientists want to...
Assignment Overview
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Challenge
Assignment Overview
1 Task
10 mins
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U+ Comms, a leading telecommunications company, has decided to utilize Pega Customer Decision Hub to improve its customer experience and provide...
Conducting an interaction
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Challenge
Conducting an interaction
3 Tasks
15 mins
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As a customer service representative (CSR) you are tasked to handle interactions through various channels. In this challenge, you will conduct an...