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Voice AI

Updated on May 10, 2021

Pega Voice AI is an artificial intelligence tool that assists sales representatives during live phone interactions by providing contextually relevant, real-time suggestions that enhance the experience of sales representatives and customers.

Pega Sales Automation Implementation Guide

Note: Throughout this section, the term customer refers to either a prospective customer or an existing customer.

Powered by proprietary speech-to-text transcription, natural language processing (NLP), and emotion detection capabilities, Voice AI listens to the conversation as it happens and uses context to drive intelligent guidance to the sales representative.

Voice AI improves the productivity of sales representatives by suggesting relevant actions, reducing clicks and data entry, and minimizing dependency on co-workers and managers. Voice AI also provides post-call analytics that can help sales teams make better recommendations.

Note: Voice AI is available as an add-on to Pega Sales Automation version 8.7 and later. It requires a separate license. For pricing information, contact your Pega representative.

Voice AI includes the following features:

Case type suggestions
Based on the context of the conversation, Voice AI recommends one or more case types to sales representatives to help handle the customer interaction.
Form autofill
Voice AI detects entities from the conversation and automatically populates the corresponding fields in the case type. Sales representatives can either approve Voice AI suggestions or overwrite the fields as appropriate before submitting the form. This feature improves the productivity of sales representatives by automating labor-intensive, repetitive work.
Knowledge suggestions
Based on the context of the conversation, Voice AI recommends relevant Pega Knowledge articles to sales representatives, resulting in quicker and more accurate responses to customers.

Voice AI comes tightly integrated with Pega Sales Automation, providing a seamless and unified experience for sales representatives. You can customize Voice AI models so that they learn from your training data and provide insights that are relevant to your company, industry, use cases, and dialects.

See the following topics for more information about Voice AI:

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