Voice AI implementation path
To employ Voice AI features in your Pega Customer Service instance, follow the sequence of activities as outlined below.
Pega Customer Service
Implementation Guide
- Ensure that you meet all the prerequisites for implementing Voice AI.
- Perform the preparatory steps in Additional preparatory configuration.
- Configure the Voice AI authentication profile to enable communication between Pega Platform and the Voice AI services.
- Create and configure the voice AI channel in which you configure your case and knowledge suggestions. After creating the channel, note the channel ID for future use.
- Enable Voice AI features in your application by configuring the Voice AI configuration set.
- Test your configuration by running the VerifyVoiceAIDataRetrieval activity.
- Set up audio transcript retrieval by configuring the VoiceAIRetrieval data flow.
- Configure the queue processors that process and archive transcripts.
- Install the Voice AI desktop app to capture audio streams from agent desktops and route them for further processing.
- Integrate Voice AI with your computer telephony integration (CTI) system. See Integrating Voice AI with a CTI system.
- Take appropriate steps to debug issues with your Voice AI implementation, if necessary.
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