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Voice AI implementation path

Updated on May 10, 2021

To employ Voice AI features in your Pega Sales Automation instance, follow the sequence of activities as outlined below.

Pega Sales Automation Implementation Guide

  1. Ensure that you meet all the prerequisites for implementing Voice AI.
  2. Perform the preparatory steps in Additional preparatory configuration.
  3. Configure the Voice AI authentication profile to enable communication between Pega Platform and the Voice AI services.
  4. 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.
  5. Enable Voice AI features in your application by configuring the Voice AI configuration set.
  6. Test your configuration by running the VerifyVoiceAIDataRetrieval activity.
  7. Set up audio transcript retrieval by configuring the VoiceAIRetrieval data flow.
  8. Configure the queue processors that process and archive transcripts.
  9. Install the Voice AI desktop app to capture audio streams from agent desktops and route them for further processing.
  10. Integrate Voice AI with your computer telephony integration (CTI) system. See Integrating Voice AI with a CTI system.
  11. Take appropriate steps to debug issues with your Voice AI implementation, if necessary.

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