Pega Customer Service - Guided Self-Service Overview
Today’s customers prefer to find their own answers instead of calling into a Contact Center for help. Which is why self-service needs to be easy, contextual, and guided. Rather than searching endlessly for information on your site, let the service experience come to them with Pega Customer Service’s contextual, guided self-service.
[Narrator] Doug just bought a new home security system from Youplus, and is having a problem. Luckily, Pega customer service is there to help solve it. As Doug visits the Youplus website for help, Pega's AI engine provides a personalized experience that can instantly understand his unique context, and guide them along the way, serving up relevant suggestions without him ever having to leave the page. Since Pega knows exactly where Doug is in his customer journey, it predicts that Doug needs help with his new security system, and suggests a few options to help get him going. Rather than forcing Doug to endlessly search to find information, with Pega, the customer service experience comes to him. While Doug could certainly escalate the issue to a live chat or phone agent, he tries the troubleshooter, powered by Pega, which gathers data to guide Doug on the optimal experience. A quick connectivity test identifies the root cause of the problem. A weak wireless network signal that is coming from the router. The Pega AI engine determines that based on his customer lifetime value, the next best action is to replace the router free of charge. The system is smart enough to know that a Youplus retail store is close to Doug, and informs him that his router is available there for immediate pickup. Doug agrees, and within minutes receives a confirmation on his phone with the store location, an important step, as Doug skipped the contact center altogether through the self service power of Pega. As Doug is welcomed into a Youplus retail kiosk, he signs in for pickup of his router, and is informed of a warranty extension offer. The Pega AI engine recommends this based on his previous interactions, and Doug happily agrees. Doug's work here is done. And if Doug has a followup question on his new router, Pega and Youplus have a full view of Doug's interactions to pick up where they left off, allowing Youplus to respond quickly and effectively on Doug's favorite channel. Pega guided self-service, your channel, your preference simplified.