DKB improves its customer service with Pegasystems' intelligent e-mail processing

Munich, Germany – September 01, 2026 – Pegasystems Inc. (NASDAQ: PEGA), the enterprise AI software provider for business-critical work, today announced that Deutsche Kreditbank AG (DKB) has implemented an AI-based solution to efficiently handle customer emails based on Pega Customer Service. Together with the IT service provider Senacor, the solution has already been successfully introduced in several service centers. With this project, DKB is further expanding its cooperation with Pegasystems.

DKB's new solution provides employees in the service centers with an AI-supported e-mail assistant. This analyses incoming customer enquiries, accesses the DKB's knowledge database, and suggests suitable answers as well as suitable follow-up measures. The AI prepares information while the decision on the next step is always made by humans.

With the new solution, DKB is pursuing the goal of making case processing more efficient. AI-generated summaries and suggested responses form the basis for reducing manual work steps and handling more customer concerns in less time. Building on this, the solution will be gradually expanded to include additional functions. This allows employees to process customer inquiries more efficiently while customers benefit from shorter response times.

Following initial implementations, the broad rollout to the other service centres is currently being implemented. DKB will then use the solution to process customer e-mails in the lower single-digit million range per year. 

Pega Customer Service is a module of the Pega Infinity platform, which DKB has been using since 2021. For example, a bank uses it to automate numerous service processes. In addition, it also uses the platform to map complete end-to-end processes up to customer frontends.

Quotes & Comments:
"Our goal is to make our employees' daily work easier," explains Eugen Lubaschevski, Managing Director at DKB Service. "The new solution provides relevant information quickly and clearly. This gives our employees more time for personal support and allows them to concentrate on what is really important: the concerns of our customers. This improves service quality and makes our processes more efficient at the same time." 

"For us, the great added value of the Pega platform lies in its modular approach," adds Matthias Thiele, head of digital products & technology at DKB. "Pega already comes with an extensive toolkit of proven and reusable components that we can build directly on. At the same time, we can expand this modular system in a targeted manner. This enables us to implement new solutions faster and scale innovations more efficiently."

"We are very pleased to continue working with DKB. It proves the great trust of DKB in us and is a strong sign of the performance of our platform, said Rachel Boskovitch, general manager & VP sales, DACH & Nordics at Pegasystems. “For us, it is also an incentive to continue to deliver the highest quality and reliability."

Supporting resources:

•    Pega Infinity: https://www.pega.com/de/infinity 
•    Pega Customer Service: https://www.pega.com/de/products/customer-service