What if every interaction could be more empathetic, more effective, and reduce the cost to serve?
What if you could build an agency where your agents could support more citizens? Where agents can anticipate citizens’ needs before anyone says a word. Where responsible AI can turn your new agents into your best agents.
And where citizens are in the driver's seat, empowered to self-serve, frictionlessly, on their preferred channels and at a time that suits them.
It’s possible with Pega Customer Service
Anticipate citizens’ needs and create consistent citizen experiences when AI-powered insights give agents real-time customer context.
Get new agents off to a flying start when GenAI tools train your newest agents to work like your best agents.
Put citizens in the driver’s seat supported by digital self-service tools like chatbots and virtual assistants.
Add channels and reduce costs when you streamline operations and integrate disconnected systems to create omnichannel citizen experiences.
Earn your citizens’ trust when responsible AI and automation detect and resolve exceptions quickly.
The VA didn’t want to put veterans’ lives on hold. With Pega, they don’t have to.
The VA Financial Services Center gave customers greater visibility, streamlined processes and enhanced the customer experience when they introduced Invoice Payment and Processing System on the Pega Platform™ and Pega Customer Service.
It led to:
· 3min > 30s manual registration process1
· 33% reduction in invoice processing costs1
· 66% more payments processed without extra agents1
· 40% estimated cumulative cost reduction1
StepChange UK Debt Charity
The charity aimed to double the number of people they support each year my introducing omnichannel services with help from Pega.
“With our legacy systems, we wouldn’t be able to achieve our goal of doubling the number of clients we help over the next three years. With Pega, we now have a customer service platform that dramatically simplifies and accelerates the customer journey while improving the level of service we provide.”
Phil Andrew, Chief Executive, StepChange Debt Charity
· Call handle time expected to be 20% faster1
· Immediate ROI with employee satisfaction, customer engagement online, and successful omni-channel switching for customers1
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1Governments building for change, Pega, 2024 [Link: https://www.pega.com/insights/resources/governments-building-change]
