Question
The Hanover Insurance Group
US
Last activity: 8 May 2024 11:07 EDT
PEGA Voice AI Solutions Implementation Experience
Hello Everyone,
We have use case to do Automatic call summarization , Looking for some inputs and feedback if any one implemented PEGA Voice AI in production what was your experience and if any challenges.
Hi @Kavileswar saw your other post . If possible please share your experience and if any challenges.
We are using Customer service 8.8 ( on Prem)
Thank you In advance.
Regards,
Subha Bagchi
Accepted Solution
Updated: 8 May 2024 11:07 EDT
Pegasystems Inc.
GB
@SUBHA BAGCHI Interaction timeline section uses post-call notes that Voice AI produces to enhance the timeline wrap-up and provide a rich summary of what happened during the call. Conversational AI reports provide post-call analytics and insights. Pega Voice AI leverages Pega GenAI to automatically create a summary of the interaction the agent has with a customer. This frees up the agent from having to write notes making the wrap up after a call faster and allowing the agent to start the next interaction quicker. Note: Pega GenAI is a Pega Cloud only feature. However, it's important to note that the implementation of Voice AI requires various configuration steps, including configuring the Voice AI configuration set, the VoiceAIAccessToken authentication profile, and the Voice AI channel that includes the settings for your case and knowledge suggestionscase suggestions, knowledge suggestions, manager alerts, and next-best-action topics.
This is a GenAI-powered tool. All generated answers require validation against the provided references.