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Customer service call deflection

The fewer customer service calls, the better. AI-powered Pega Customer Service™ helps deflect contact center calls using predictive analytics and adaptive self-service functionality. Watch this brief demo to see how to predict common customer concerns like late fees, to offer seamless solutions that maximize both the customer experience and your agent resources.

Transcript:

[Narrator] So we know that many of our clients want to improve call deflection, especially for simple types of calls like customers asking to have a late fee waived, since we know that many of our clients will allow CSRs to waive this fee 99% of the time. We realized Pega can help clients with call deflection if we can, A, predict which customers will call in and, B, if we can create an easy way for those customers to waive their fee on their own online. So what we're building here does both of those things. First, we created an adaptive model that can look at the stream of customers logging into their account to see which ones are calling and identify the patterns.

The model can then predict for the next customer if they are likely to call in. Taking a quick look under the hood, we can see that this customer has a 79% likelihood to call in. This is based on the various predictors of the customer, such as their customer lifetime value, total amount due, and the number of times they've called in the past 12 months. Now, because this customer has a high propensity, when they click here to learn more, they will get an option to waive their fee. Now again, only customers with a high-propensity likelihood to call in will see this option. These customers can then go click here to have their fee waived. The customer will receive confirmation that their fee has been waived and this will most likely lead for this customer not having to call into the call center. To recap, Pega Customer Service can create a seamless billing experience for customers and help deflect calls by leveraging Pega AI.


Tags

Défi: Service client Groupe de produits: Service client Industry: Opérateurs télécoms Thème: IA et prise de décision Thème: Service client

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