Video

Real-Time, Omni-Channel AI

Customers don’t want to be on a journey, they want outcomes and consistency as they move across their preferred channels. Break the shackles of code. Build experiences once and use them across any channel, so you focus on the quality of your service experience and worry less about the mechanics of getting there.


Transcript

Customers don't want to be on a journey. They want outcomes and consistency as they move across their preferred channels. Our customer, Sara, is on her favorite channel, Facebook Messenger and wants to sign up for a new credit card with U+ Bank. Interacting through Pega's intelligent virtual assistant, Sara zips through the application and is well on her way. But what happens when Sara asks a complex question that the bot can't answer? In this case, she is seamlessly connected to a helpful customer service agent, Sam. Sam uses Pega Customer Service which enables seamless, proactive service across all channels ensuring Sara gets her questions answered without having to repeat herself. That's because agents like Sam have full visibility into Sara's interaction with the bot as well as the self-service transaction she just started.

With this context, Sam's able to continue from exactly where Sara left off. Everything Sam needs to help Sara is close at hand. Dynamic scripting and common phrase selections reduce Sam's need to type, and he's quickly able to complete Sara's application for her. As Sara asks subsequent questions, AI suggestions guide Sam to relevant responses and when particularly confident in the response, AI even responds automatically. By dismissing, editing or choosing suggested responses, Sam trains Pega AI to better handle similar interactions in the future. This improves overall speed, lowers cost and decreases the need for chat agents to respond to every customer utterance allowing them to focus on interactions that require closer attention.

After finishing her discussion with Sam and going back to the virtual assistant, Sara remembers that she has one more question. No problem. Sara can keep on asking and the Pega intelligent virtual assistant will keep on answering without starting over, which is quite the omni-channel experience. So, how does Pega allow you to deliver those great experiences quickly and easily? With a single click, a designer specializes the application case for Facebook Messenger and then teaches the virtual assistant how to prompt for and respond to customer input. And, moving that same case into U+'s website via Pega's self service advisor is a breeze.

Break the shackles of code. Build experiences once and use them across any channel so you focus on the quality of your service experience and worry less about the mechanics of getting there.


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