Customer Service Enablement Areas

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Reducing Road accidents

Bobbie Leighにより

21st Century Social Studies

Cynthia Tittleにより

INDUCCIÓN

JHON EYDER GAVILAN ROJASにより

LLMs Learning Path

Eric Nicにより

Enablement Plan

Areas

CSR Help Resources

Next Best Action

CDH Integration

GenAI

Reply authoring

CSR Training

Case Summary

Knowledge Management

Skill:

• Pega Knowledge (Knowledge Management)

Resources:

• Inf'24 KT

Channels

Email

Skils

• Email Bot

NLP

Skills:

• Natural Language Processing (NLP)

Types

Model-based

Rule-based

Identify entities

Identify sentiment

Identify the topic

Functionality

Intelligent Routing

Send automated replies

Create case

Pega Call

Voice AI

Skills:

• Voice AI

Call Summaries

Manager Alerts

Script Adherence

Call Routing & Transfers

Skills:

• Pega Call

CTI Integrations

Skill:

• CTI

Amazon Connect

Cisco

Avaya

Digital Messaging

Messaging AI

Chat Summaries

Auto-fill

Suggest KM

Suggest Case

Self-Service

Skills:

• Pega Chatbot

Configure as parallel proces on Case Type

Skills:

• Pega Chat

Client Channel API

Slack

Webex

Teams

Mobile Messaging

WhatsApp

SMS

Facebook Posts

Facebook Messenger

Apple Messages

Web Messaging

Unified Messaging Desktop

Skills:

• Unified Messaging Desktop

Customer Service Platform

Academy:

• Customer Service Foundation
• ???

Skills:

• Pega Customer Service (Horizontal)

Deterministic Next Best Action

Client Verification

Case Types

Service Request

Interaction

Composite

Architecture

Common Data Model

Constellation

Co-Existence

Remote Cases