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