Pega Voice AI case suggestion is not working post platform upgrade to 25.1 version

In previous version (24.2.1), Voice AI would provide service case suggestions even for unknown/unverified customers.
However, starting with version 24.2.3 (which is included in your upgrade to 25.1.1), Voice AI has been enhanced to only provide case suggestions for verified customers with accessible service cases.
This change was implemented as a security improvement to ensure CSRs don't run service cases that aren't accessible to them.

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Posted: 3 weeks ago

Posted: 8 Jan 2026 11:36 EST

PhilipShannon

PEGA

replied to Birupakhya

@Birupakhya Can you share any errors encountered?

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Accepted Solution

Posted: 1 week ago

Posted: 23 Jan 2026 1:39 EST

Birupakhya

Midland Credit Management

replied to Birupakhya

In previous version (24.2.1), Voice AI would provide service case suggestions even for unknown/unverified customers.
However, starting with version 24.2.3 (which is included in your upgrade to 25.1.1), Voice AI has been enhanced to only provide case suggestions for verified customers with accessible service cases.
This change was implemented as a security improvement to ensure CSRs don't run service cases that aren't accessible to them.

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