Skip to main content

         This documentation site is for previous versions. Visit our new documentation site for current releases.      

Voice AI

Updated on November 10, 2021

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.


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

Pega Sales Automation Release Notes

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:

Voice AI architecture
A Voice AI architecture diagram showing how various
                        components of Voice AI interact with each

For more information, see Voice AI.

Have a question? Get answers now.

Visit the Support Center to ask questions, engage in discussions, share ideas, and help others.

Did you find this content helpful?

Want to help us improve this content?

We'd prefer it if you saw us at our best. is not optimized for Internet Explorer. For the optimal experience, please use:

Close Deprecation Notice
Contact us