Deliver service excellence across your enterprise

Make service effortless for customers and agents alike

Service experiences have a lasting impact on your customers, influencing their retention and future purchase decisions. Pega’s industry-leading solution intelligently guides and seamlessly automates every service journey, so you can deliver world class service – all while keeping your existing systems intact.

Featured customers

Aflac accelerates resolutions

Learn how Aflac was able to reduce effort for authentications by 65%, using Pega to transform the service experience.

Watch the PegaWorld keynote

Athora transforms customer service

See how Athora unified their service desktop and personalized experiences to achieve 80% reduction in AHT.

Check out the case study

Omni-channel self-service

Help your customers help themselves

Automate work out of the contact center with intelligent self-service solutions, embedded in any web portal or mobile app. With Pega, you can deliver dynamic, AI-powered experiences that guide customers and partners to resolve any simple to complex inquiry – and escalate to agents only when needed.

How we do it

• Retain context across channels to accelerate resolutions and reduce friction
• Automate intake and data gathering tasks, driving toward straight-through processing
• Leverage AI to auto-create requests based on data in an email, chat, or attachment

AI-powered guidance

Transform agent productivity

Create a single source of truth for the lifecycle of a request. Provide your employees with AI agents that dynamically guides and automates their work and uses contextual insights to recommend next best actions – all to deliver faster, more personalized service experiences.

How we do it

• Capture all workflow activity, party info, and related data in one customer service desktop
• Use real-time insights to enable agents to retain and upsell as customer needs evolve
• Leverage AI to distribute work based on capacity, product specialization, request details, and other conditional factors

Proactive service

Build loyalty and trust with proactive service

Use always-on AI to identify customers who are likely to need service and reach out proactively using messaging tailored to the situation. By engaging client and partners earlier with personalized content, you can eliminate or minimize a service event to reduce effort, time, and cost to resolve.

How we do it

• Use client interactions, policy events, and service campaigns to trigger engagement as early as possible
• Wrangle complexity and determine the best course of action for each client using real-time AI
• Connect customers to interactive guidance and self-service tools to resolve issues immediately