Pega Accelerates Customer Service With Expanded AI and Virtual Assistant Enhancements
October 25 2017 - 9:00AM
Pegasystems Inc. (NASDAQ:PEGA), the software company empowering
customer engagement at the world’s leading enterprises, today
announced new artificial intelligence (AI) and virtual assistant
capabilities in Pega solutions to enable faster and more effective
responses to customer service requests across channels. These
features instantly analyze incoming chat messages, emails, and
phone calls in real time so organizations can immediately
understand their customers’ needs and more quickly connect them to
the right information. This helps shorten time to resolution,
eliminate errors, and improve customer satisfaction while reducing
the burden on service agents.
Consumers have increasing channel options to connect with
customer service to resolve an issue, check on an order, or request
information. With the latest version of Pega® Customer Service
application and Pega® Platform, Pega delivers additional
intelligence and robotics functionality for its market-leading
AI-powered customer engagement solutions to ensure businesses
deliver consistently superior experiences across their highest
volume channels. New capabilities include:
- Pega AI-Augmented Agent assists live agents
with AI-powered responses to speed up online chat conversations.
The feature contextually analyzes each message in real time using
natural language processing (NLP) and then suggests the most
relevant responses. Part of Pega Customer Service, the Pega
AI-Augmented Agent capability saves agents from spending critical
moments researching requested information – such as product
information or service procedures – that would slow down the
conversation. As agents select and deliver the most appropriate
response, machine learning helps the software understand the
nuances of online chat and become smarter over time.
- Pega Intelligent Virtual Assistant for Email
automatically triages incoming emails instead of relying on human
agents to manually read and process each message. Available in Pega
Platform and Pega Customer Service, this AI-driven bot uses NLP to
understand the request and sentiment of each email. It then
automatically opens a new service case and routes the work to the
right resource – either a live agent or another bot – best
positioned to respond quickly and accurately. New service cases are
pre-populated with customer information relevant to the case to
save agents additional time.
- Pega Intelligent Interactive Voice Response
(IVR) bypasses irrelevant phone menu options that famously
frustrate customers by adding intelligence to existing IVR systems
to personalize the call-in experience. Pega IVR uses AI to
understand the most likely reason for an inbound call by analyzing
the customer’s previous brand interactions and account information.
Using these insights, Pega cues up the most relevant assistance
options based on the customer’s needs and real-time context –
either by dynamically reconfiguring their menu options, offering
the appropriate self-service option, or connecting customers
immediately with an agent for escalated cases.
Part of Pega’s suite of customer engagement software, Pega
Customer Service enables organizations to predict and manage the
complexities of today’s customer journeys on a global scale.
It anticipates customer needs, connects customers to the right
people and systems, and automates or intelligently guides each step
of each interaction. The application is built on Pega Platform, an
industry-leading model-driven application development environment
that simplifies and automates operations so organizations can
reduce costs and improve business agility. The solutions are
powered by AI through the Pega Customer Decision Hub, which enables
businesses to continually adapt their customer engagement
strategies using historic and contextual data throughout the
customer journey.
These new capabilities will be available to customers by the end
of October with the release of the latest versions of Pega Customer
Service and Pega Platform.
Quotes & Commentary
“When it comes to satisfying your customers, every second counts
in the digital world. This is why many of our clients turn to our
AI-powered solutions to help bring fast and accurate resolution to
service cases coming in from any channel,” said Don Schuerman, CTO
and VP product marketing, Pegasystems. “These latest features
reinforce Pega’s vision on the role of AI in augmenting the
workforce – giving agents access to insights and knowledge that
elevates their performance. This, in turn, will allow organizations
to deliver unprecedented experiences in the most demanding and
competitive environments.”
Supporting Resources
- Product background: Pega Customer Service
- Product background: Pega Platform
- Product background: Intelligent Virtual Assistant for
Email
- Analyst report: Pega named a Leader in The Forrester Wave:
Digital Process Automation Software, Q3 2017 report (1)
- Analyst report: Pega named a Leader in The Forrester Wave:
Real-Time Interaction Management, Q2 2017 report (2)
About Pegasystems Pegasystems Inc. is the
leader in software for customer engagement and operational
excellence. Pega’s adaptive, cloud-architected software – built on
its unified Pega Platform – empowers people to rapidly deploy, and
easily extend and change applications to meet strategic business
needs. Over its 30-year history, Pega has delivered award-winning
capabilities in CRM and BPM, powered by advanced artificial
intelligence and robotic automation, to help the world’s leading
brands achieve breakthrough business results. For more information
on Pegasystems (NASDAQ:PEGA) visit http://www.pega.com.
Press Contact:Sean AudetPegasystems Inc.
sean.audet@pega.com(617)
528-5230
Twitter: @pega
All trademarks are the property of their respective owners.
- Forrester Research: The Forrester Wave™: “Digital Process
Automation, Q2 2017,” Rob Koplowitz with Christopher Mines, Allison
Vizgaitis, and Andrew Reese, July 5, 2017
- Forrester Research: The Forrester Wave™: “Real-Time Interaction
Management, Q2 2017,” Rusty Warner with Mary Pilecki and Clare
Garberg, June 6, 2017
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