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Pega Digital Messaging

Digital Messaging empowers you to receive and send messages in a simplified consistent format over all the top digital customer service channels: Facebook, SMS, WhatsApp, or chat.


Transcript:

[Narrator] With Pega's Digital Messaging, your company can deliver powerful customer experiences across all consumer-preferred channels, including Facebook, SMS, WhatsApp, or Chat. Customers can begin their journey by engaging with Pega's chatbot, effectively turning your messaging channels into a self-service experience for faster resolutions, all while reducing your cost to serve. In situations requiring a human touch, conversations escalate seamlessly from the chatbot to the live agent without losing any context. Everything the agent needs is unified within one screen for maximum productivity, a contextual view of the customer situation, including previous conversations, records, transactions, products, and more, so that you can personalize every interaction. The agent can review the customer's transcript with the chatbot so customers don't have to repeat themselves, saving everyone time. Work smarter and faster with Pega's Messaging AI, which uses artificial intelligence to analyze your customer's conversation, detect intent, recommend workflows, and automate the work itself. See how Pega's Messaging AI suggests personalized, adaptable dialogues to keep the conversation rolling so that agents can respond in one click.

And check out how it can use real-time decisioning to recommend the right offers at just the right moment to optimize acceptance and increase customer lifetime value. And look at how it can autofill fields based on the customer's response. Messaging AI can also recommend knowledge articles and suggest workflows to guide agents through their cases. And if necessary, Pega's award-winning workflow technology can automatically send cases to the back office for completion, tracking every service case and making sure that work gets done on time. And check out how Messaging AI can cut wrap-up time by providing an easy timeline linked to events in the conversation, as well as auto-filling data, providing a seamless, hands-free experience for your agents, reducing handle time, and maximizing value. No more manual typing. Agents can leverage custom-made phrases for quick replies or automated responses based on data from your customer's account. This smart streamlined experience is available across all digital messaging channels, and regardless of channel, the agent and the customer will appreciate the same consistent, fast, and efficient experience. With Pega Digital Messaging, your team can focus on the journey, not the channel, so you can simplify service and save everyone time.


Etiqueta

Desafío: Servicio al cliente Área de producto: Atención al cliente

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