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Question

 Gaurav Agarwal (GAGARWAL-1)
Aaseya
Principal System Architect
Aaseya
IN
GAGARWAL-1 Member since 2010 3 posts
Aaseya
Posted: Feb 27, 2025
Last activity: 4 weeks 1 day ago
Posted: 27 Feb 2025 7:17 EST
Last activity: 3 Mar 2025 11:08 EST

Can Voice AI be used to rate CSR's skills?

Hi all,

I have a question on Voice AI. Can we use Voice AI to rate CSR's skills like prononciations, and provide feedback for CSR? 

Thanks

 

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Pega Customer Service '24.1
Pega Customer Service
Voice AI
Financial Services
Lead System Architect

  • Reply
Posted: 4 weeks ago
Posted: 3 Mar 2025 11:08 EST
Jason Ouimette (JasonOuimette)
PEGA
Director, Customer Service Voice
Pegasystems Inc.
US

@GAGARWAL-1, this is not a specific OOTB use case of Voice AI. However, it may be possible to implement what you are looking for in your workflow by comparing the transcript output to an expected output.

I'd encourage you to discuss your use case(s) in more detail with your partner or consulting team to identify the best approach so that they can guide you to the best approach to providing a solution.

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