Implementing Voice AI in Pega Customer Service

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Pega Customer Service user interface
Release notes and patches
- Release notes
- Patch Release Notes
Install
- Install with Constellation
- Install with UI Kit
Update
- Update with Constellation
  - Update summary for Pega Cloud implementations
    - Updating Pega CRM
      - Update the dynamic system settings
      - Configuring OAuth 2.0 and setting the application URI
    - Adopting features
      - Adopting features for Pega Customer Service
        Updating from Pega Customer Service '24.1
        Updating from Pega Customer Service '23.1
      - Adopting features for Pega Sales Automation
  - Update summary for On-premises and third-party cloud implementations
- Update with UI-Kit
  - Update summary for Pega Cloud implementations
    - Checking the update impact
    - Adopting features
      - Adopting features for Pega Customer Service
        Updating from Pega Customer Service 24.2 to patch releases
        Updating from Pega Customer Service 24.1
        Updating from Pega Customer Service 23
        Updating from Pega Customer Service 8.8
      - Adopting features for Pega Sales Automation
        Updating from Pega Sales Automation 24.1
        Updating from Pega Sales Automation 23
        Updating from Pega Sales Automation 8.8
  - Update summary for On-premises and third-party cloud implementations
Implement
- Implement with Constellation
- Implement with UI Kit
Additional resources
Pega Field Service
Glossary of terms
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HomeCustomer Service '24.2...ImplementImplement with UI KitVoice AIImplementing Voice AI in Pega Customer Service

Implementing Voice AI in Pega Customer Service

Version:
Customer Service '24.2 - Traditional UI
Customer Service 8.8 - Traditional UI
Customer Service '24.2 - Constellation
Customer Service '24.1 - Constellation
Customer Service '24.1 - Traditional UI
Customer Service '23 - Constellation
Customer Service '23 - Traditional UI
Last UpdatedDec 23, 2022
1 minute read

To implement Voice AI in your Pega Customer Service™ instance, you perform 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 suggestions, knowledge suggestions, manager alerts, and next-best-action topics.

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