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

General
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1

Pega Voice AI case suggestions are not working after we upgraded the platform to version 25.1

2

@Birupakhya Can you share any errors encountered?

3
  • 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.