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Configuring the Voice AI channel

Updated on March 16, 2021

Define the logic that Voice AI uses to generate case and knowledge suggestions for CSRs in your organization by creating a Voice AI channel. CSRs can use these suggestions to assist customers more efficiently.

You create the Voice AI channel by using a dedicated channel type that is available in Pega Platform. In the channel configuration, you specify the cases and knowledge articles that you want Voice AI to suggest and the commands or topics that trigger these suggestions.
Pega Customer Service Implementation Guide

Note: While topics and text analysis within the Voice AI channel provide ways to efficiently implement Voice AI, these methods are limited in context. To take full advantage of Voice AI capabilities, train your Voice AI model by performing a full natural language processing (NLP) training exercise. For more information, see Customizing the Voice AI model.

See the following topics for more information about creating and configuring the Voice AI channel:

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