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Voice AI

Updated on March 16, 2021

Pega Voice AI is an artificial intelligence tool that assists CSRs during live phone interactions by providing contextually relevant, real-time suggestions that enhance the experience of CSRs and customers.

Pega Customer Service Implementation Guide

Note: Throughout this section, the term customer refers to either a prospective customer or an existing customer.

Powered by proprietary speech-to-text transcription, natural language processing (NLP), and emotion detection capabilities, Voice AI listens to the conversation as it happens and uses context to drive intelligent guidance to the CSR. Voice AI also provides post-call analytics that can help customer service teams make better recommendations.

Voice AI can help streamline the work of CSRs, accelerate new agent onboarding, scale coaching and training, and improve compliance. By using Voice AI features, CSRs minimize their dependency on peers and supervisors, reduce their average handle time on calls, and increase their first-time resolution rate, improving the overall customer experience that they offer.

Note: Voice AI is available as an add-on to Pega Customer Service version 8.6.1 and later. It requires a separate license. For pricing information, contact your Pega representative.

Voice AI includes the following features:

Script adherence
Voice AI indicates to CSRs whether they are adhering to the script prescribed for the call type that is in progress. This real-time guidance helps CSRs adjust the conversation to improve their script adherence and mitigate compliance risk for the organization. As part of script adherence, you can:
  • Mark selected dialogs as required in the Interaction Portal. Required dialogs appear with a warning icon, indicating that CSRs must say them. When a CSR says the dialog, the indicator changes to a check mark.
  • Use the Verbatim dialog threshold setting in the Voice AI configuration set to define the confidence score for matches.
Case type suggestions
Based on the context of the conversation, Voice AI recommends one or more case types to CSRs to help handle the customer inquiry.
Form autofill
Voice AI detects entities from the conversation and automatically populates the corresponding fields in the case type. CSRs can either approve Voice AI suggestions or overwrite the fields as appropriate before submitting the form. This feature improves the productivity of CSRs by automating labor-intensive, repetitive work.
Knowledge suggestions
Based on the context of the conversation, Voice AI recommends relevant Pega Knowledge articles to CSRs, resulting in quicker and more accurate responses to customers.

Voice AI comes tightly integrated with Pega Customer Service, providing a seamless and unified experience for CSRs. You can customize Voice AI models so that they learn from your training data and provide insights that are relevant to your company, industry, use cases, and dialects.

See the following topics for more information about Voice AI:

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