Voice AI
Pega Voice AI is a separately licensed feature that assists CSRs during live phone interactions by providing contextually relevant real-time suggestions, such as case and knowledge suggestions, form autofill suggestions, and script adherence notifications, in order to reduce average handle time, reduce callbacks, improve compliance, boost agent productivity, and accelerate new CSR onboarding. Voice AI is powered by real-time speech-to-text transcription and natural language processing (NLP).
Pega Customer Service
Product Overview
| Capabilities | Voice AI |
| Entity recognition and extraction (*illustrated in the figure after this table) | • |
| Knowledge suggestions (including suggested replies or next best article) (*illustrated in the figure after this table) | • |
| Suggested cases (*illustrated in the figure after this table) | • |
| Dialog adherence (*illustrated in the figure after this table) | • |
The following figure illustrates Voice AI guiding a CSR through an interaction:
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