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Script adherence marked incorrectly

Updated on March 16, 2021

This section describes how to debug issues with script adherence.

Pega Customer Service Implementation Guide

Voice AI marks a dialog as compliant when the following conditions are true:

  • Dialogs are enabled.
  • The dialog is marked as verbatim.
  • The CSR speaks the exact dialog.
  • The dialog match threshold is set at a reasonable value.

Based on these factors, perform the following debugging steps for issues that might cause script adherence to work improperly:

Dialogs not enabled

To use dialogs, you must enable dialogs for inbound calls.

In App Studio, in the inbound call interaction settings, ensure that the Dialog checkbox is selected. For more information about configuring interaction settings, see Configuring interaction type settings.

Dialog not marked as verbatim

The dialog configuration settings in the Interaction Portal include a checkbox that you use to mark a dialog as verbatim. When this checkbox is selected for a dialog, the dialog is displayed with an exclamation mark to indicate to CSRs that they must say the dialog verbatim to comply with the script. If this checkbox is not selected, Voice AI does not monitor the dialog for script adherence.

For more information about configuring dialogs, see Configuring dialogs and coaching tips.

Dialog not spoken exactly as written

When a dialog requires a verbatim match, the CSR is expected to deliver the dialog exactly as configured in the Interaction Portal. If a CSR does not deliver the dialog exactly, Voice AI might not mark the dialog as script-compliant.

Verbatim dialog threshold too high

If the verbatim dialog threshold setting in the Voice AI configuration set is set too high, even small discrepancies in the dialogs can cause a CSR to fail script adherence, especially if the dialogs have proper names or salutations. Set this value to 80 to allow for normal variations in speech patterns.

For more information about the verbatim dialog threshold setting, see Configuring the Voice AI configuration set.

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