Voice AI
Pega Voice AI uses proprietary speech-to-text transcription and natural language processing capabilities to analyze conversations and provide contextually relevant, real-time suggestions to sales representatives during voice interactions. By providing useful suggestions to sales representatives, Voice AI helps improve agent and customer experience and maximizes the possibility of a sale on the call.
Voice AI includes the following features:
- Case suggestions
- Based on the context of the conversation, Voice AI recommends one or more case types to sales representative 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.
- Knowledge suggestions
- Based on the context of the conversation, Voice AI recommends relevant Pega Knowledge articles to sales representatives.
You configure Voice AI suggestions in a dedicated channel interface available in the Pega Platform. You can train your model to provide insights that are relevant for your company, industry, use cases, and dialects.
The following figure illustrates how various components in the Voice AI architecture work together to deliver suggestions to sales
representatives:
For more information, see Voice AI.
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