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How AI improves Customer Service

Artificial intelligence can intelligently guide and seamlessly automate every customer service interaction, from proactive service and self-service to agent-assisted service.
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AI-powered customer service delivers faster resolutions and allows contact centers to personalize service at scale. In the backend, AI orchestrates processes and integrates legacy apps to improve efficiency and productivity.

Why does AI in customer service matter?

Instead of hard-coding business logic into chatbots and IVRs or building one-size-fits-all workflows, AI enables organizations to address customer needs at any moment, across any channel. As organizations move toward a more autonomous operations model, AI for customer service can boost revenue and retention opportunities, reduce overhead costs, improve agent efficiency, and drive better outcomes for customers.

Why does AI in customer service matter?

Driving business outcomes with AI and customer service

Personalize interactions

Deliver contextual cross-channel experiences every time.

Accelerate service

Quickly resolve service issues with contextual AI that understands intent and prescribes workflows.

Automate at scale

Use AI-powered virtual agents to automate work out of the contact center.

Examples of AI in customer service

Personalize millions of conversations across channels

Personalize millions of conversations across channels

like Commonwealth Bank of Australia
  • As Australia’s largest bank, CBA had the challenge of delivering personalized outcomes to each individual customer, in any channel, and at a massive scale.
  • By leveraging Pega’s AI-powered tools in a customer service setting, CBA was able to boost net promoter score by 12 points higher than the competition while delivering tens of millions of next best actions for customers.

Intelligently engage and seamlessly automate

  • From real-time AI to desktop automation, our solution delivers everything you need to bring service into the digital era.
  • Get the most out of every channel with intelligent automation and case management.
  • Automate processes so you can scale your contact center’s capacity without hiring more agents.
Intelligently engage and seamlessly automate