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