PegaWorld iNspire 2024: AI and Automation: The Digital Trust Builders in Omni-channel Customer Experience (Presentation)

In the age of digital transformation, creating a seamless, personalized, and contextual customer experience is not just a luxury, but a necessity. In this session, we will explore how AI and automation coupled with Pega's digital messaging capabilities helped a leading communication company achieve stunning cost savings and deflection rates.

Throughout the presentation, you will hear from both the client and the ProCom partner about how AI decision-making capabilities enabled them to predict customer behavior patterns, build customer trust in self-service, and create integrated touchpoints across all channels that provided a consistent experience and offering.