Video

Pega's Contextual AI in Action

With Contextual AI, Pega dynamically adjusts marketing content in response to real-time customer insights. With Contextual AI, organizations are able to understand the needs of their customers in the moment, and then create engaging and effective targeted responses. Insights gathered by Contextual AI stay with a customer - no matter the channels they choose to interact with you. By understanding your customer’s intent, Pega’s Customer Decision Hub can serve up relevant, insightful and timely content across all your channels of engagement.


Transcript:

With contextual AI Pega dynamically adjusts marketing content in response to realtime customer insights. Today, Sarah is visiting her internet provider, U Plus Comms. After logging in to the customer portal, she lands at her dashboard. Currently Sarah's intent is unknown, so she is presented with a default offer for a mobile hotspot. Behind the scenes, we can see the strategy used to show this offer.

Sarah is actually considering ending her relationship with U Plus, so she searches for information about early termination fees. Before she finishes typing, contextual AI has detected her intent and immediately redirects the conversation to a retention strategy. With a quick peek under the hood, we see this contextual shift that has taken place. Pega Marketing adjusted from sales to retention.

Sara was successfully retained and a month later she is back on the website interested in a faster internet package.

She searches for upgrade service. Behind the scenes, Pega Marketing detects Sarah's new intent, immediately adjusts the marketing strategy and responds with an upsell offer for increased bandwidth.

With contextual AI, U Plus Comms is able to understand the needs of their customers in the moment and then create engaging and effective targeted responses.

Insights gathered stay with the customer. For instance, John calls the U Plus Com Service Center to resolve a billing issue. While the agent is addressing John's initial service request, John notices some timely and relevant offers on the U Plus website. Let's look at both views together. On the left, we have the U Plus customer service application, on the right, John's browsing session. As John hovers over an offer, Pega Marketing interprets passive interest in that offer. Triggered by this new information, the marketing strategy immediately responds by boosting the priority of that offer to the call center agent. Contextual AI provides customers true omnichannel engagement by joining these two distinct channel interactions into a single effective conversation. By understanding your customers intent, Pega Marketing can serve up relevant, insightful and timely content across all your channels of engagement.


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