Define the logic that Voice AI uses to generate
case and knowledge suggestions for sales representatives in your organization by creating a
Voice AI channel. Sales representatives can use these suggestions to drive customer
conversations 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 Sales Automation
Note: While topics and text analysis within the Voice AI channel
provide ways to efficiently implement Voice AI, these
methods are limited in context. To take full advantage of Voice AI capabilities, train your Voice AI model by performing a full natural language processing (NLP) training exercise.
For more information, see Customizing the Voice AI model.
See the following topics for more information about creating and configuring the Voice AI channel: