Crisis Customer Request Triage

As COVID-19 continues to spread, banks and call centers are receiving increased customer service requests for loan concessions and restructuring, short-term cash disbursements, fee waivers, payment disputes, and bereavement requests. Banks are scrambling to support these requests as they deal with branch closings, a suddenly remote workforce, and digital servicing gaps.

Pega Crisis Customer Request Triage helps banks:

• Capture a myriad of customer requests from digital channels
• Expedite customer response and relieve pressure on contact centers
• Triage requests and route appropriately
• Manage and track exceptions with a full audit trail

Transcript:
[Narrator] During this time of global disruption, your customers need you more than ever. Pega's Customer Request Triage reference application can serve as a starting point and guidance for you to quickly implement a request intake triage solution for any business process that you may be struggling with. The Triage application enables you to capture customer requests and orchestrate the work from end to end, all while delivering the channel-less experiences your customers both expect and require today. With Pega, you can go beyond a form on your website to enable your customers to interact with a Pega virtual assistant, enabling conversational self-service. Use Peggy's email bot to intelligently receive customer request and appropriately route, triage, or automate the responses. All requests, regardless of the entry channel, can be prioritized, routed, and processed automatically by business rules for manage by human, according to your own plan. Give your managers the power to manage their team's workload, identify the impact of COVID-related items, and pivot when required. Meanwhile, enjoy the peace of mind that regulatory compliance is upheld across the enterprise. An audit trail is maintained of all activities performed for each service request, so compliance risk is minimized and can be reported on. The Crisis Customer Request Triage reference application includes example caseloads built out for request for loan payment relief, early cash withdrawals, transaction disputes, and fee waivers, and it can serve as a foundation for adding other flows as needed to enable your team to get started quickly. As a Pega customer, you can download and leverage this reference application to address your urgent needs today. Contact us to learn how.

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