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What is autonomous service?

Discover next-generation, AI-powered customer service 

“By 2023, 40% of contact center interactions will be fully automated using AI, machine learning, and self-service.”

Gartner, 2019

What is it?

You’ve most likely heard of autonomous self-driving vehicles – where AI is changing the way that we operate vehicles and will eventually empower them to drive themselves. Now autonomy is shaking up the world of customer service. And businesses are already realizing the benefits.

Autonomous service is a major step beyond commonly available assisted-service and traditional self-service offerings. It’s moving away from channel-first and product-first approaches to focus on the customer journey. 

Autonomous service uses real-time AI, intelligent automation, and event/pattern detection to provide progressive levels of autonomy across service interactions. These levels range from supporting, accelerating, and assisting current service practices to fully automating service requests from end to end – and at times resolving issues before they even arise. 

The future of customer service has arrived

Now customers can receive the same quality of service they would receive engaging with a live agent via digital channels that have traditionally fallen short, such as web portals, mobile apps, chatbots, and intelligent virtual assistants. This technology also supports connection by enabling agents to engage in more meaningful interactions and resolve issues faster.    

Autonomous service can fuel even traditional service touchpoints with new levels of precision – resulting in happier customers, faster time-to-resolution, and greater containment rates. That’s a win for customers and businesses.

How Pega does it

Pega’s Center-out™ approach facilitates autonomous service by managing business rules, AI, and real-time decisioning centrally. Businesses then carry intelligence and context across all service touchpoints, connecting front- and back-end processes and orchestrating work from end to end – often without any human intervention at all. 

This allows businesses to inherently understand and anticipate customer needs and context. Ultimately, businesses are able to connect with customers in the ways that are most convenient to them – simplifying experiences and boosting overall efficiency.

Read the blog

Customer Success Story

Aflac simplifies service with next-generation autonomous IVA

Aflac has transformed engagement by focusing on customer-centricity. The brand quickly contained 80% of its highest volume inquiry and raised NPS scores by using an intelligent virtual assistant (IVA) to understand each customer journey, current context, and resolve specific inquiries without a live agent.

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Analyst Report

For the 12th consecutive year, Gartner recognizes Pega as a Leader

See why Pega was named a Leader in Gartner’s 2021 Magic Quadrant for the CRM Customer Engagement Center.

Start your autonomous service transformation

From real-time AI to end-to-end automation, learn how you can deliver smart, personalized, and proactive service experiences across every interaction.