Customer Service Enablement Areas

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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