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Updated on March 16, 2021

Ensure that your system meets the prerequisites described in this section before you begin to use Voice AI with Pega Customer Service:

Pega Customer Service Implementation Guide
  • Pega Platform version 8.6.1 or later.
  • Pega Customer Service Enterprise Edition or Digital Customer Engagement Edition version 8.6.1 or later.
  • An implementation app built on top of Pega Customer Service.
  • Agent desktops running Windows 7 or later.
  • Availability of the following Pega deliverables, shared with you after onboarding:
    Note: You must have these deliverables for installing and configuring Voice AI. If you need assistance, contact your Pega representative.
    • A ZIP file containing the Pega rules for Voice AI.
      Note: If you are using Pega Customer Service version 8.6.x, you must contact your Pega representative and ask for HFIX-81582. You do not require a hotfix for Pega Customer Service version 8.7 and later because Voice AI is built into the application in these versions.
    • AWS Cognito client ID, client secret, and authentication URL.
    • Voice AI transcript URL.
    • Voice AI desktop app installation executable.
  • A softphone application, such as Cisco IP Communicator, Genesys Cloud, or Amazon Connect, installed on agent computers.
  • Access to the audio input and output of the agent computers that is provided to the Voice AI desktop app.
  • English-speaking agents.
    Note: Support for multiple languages will be available in future releases.
  • Permission to create Egress WebSocket connections from agent desktops.
  • Sufficient privileges for the agent user to create a local WebSocket server.
  • A multi-node cluster with at least one dedicated RealTime node and one dedicated stream-processing node, along with the WebUser nodes. For more information about node types, see Node types for on-premises environments.
  • Fulfillment of the configuration requirements that are detailed in Additional preparatory configuration.

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