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Updated on December 3, 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 8.7 or later.
  • Pega Customer Service Enterprise Edition or Digital Customer Engagement Edition version 8.7 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.
    • 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.


Pega Customer Service 8.7 Pega Customer Service for Communications 8.7 Pega Customer Service for Financial Services 8.7 Pega Customer Service for Healthcare 8.7 Pega Customer Service for Insurance 8.7

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