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How AI improves Customer Service

AI brings intelligence to your contact center, guiding agents through interactions and automating work so your team can focus on delivering exceptional experiences.
How AI improves Customer Service
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.


Customer Service AI unlocks value for your contact center

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

Deliver better experiences, faster

Leverage AI to personalize service and streamline processes.

Supercharge agent productivity

Intelligently guide agents with AI that understands intent and prescribes actions and responses.

Automate work out of the contact center

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



Examples of AI in customer service

Power up your agent experience

like Elevance Health
  • A leading US health benefit company, Elevance Health aimed to transform their agent experience to boost employee retention.
  • Leveraging Pega's Voice AI, Elevance now provides intelligent guidance for their agents, enabling them to focus on delivering more empathetic, value-driven service.
Power up your agent experience


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.

Reduce onboarding time

by dynamically training, and assessing agents with virtual customer simulations

Drive down handle time

with automated interaction summaries – eliminating note-taking and wrap-up activities

All powered by Pega Customer Service

Want to hear more about the tech driving these outcomes? It’s all here in our leading platform for AI-powered decisioning and workflow automation.

Explore Pega Customer Service
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