The future of customer service

Soon, contact centers will look dramatically different. Are you ready for the transformation?

Picture this: Customer service operations where 85% of inquiries never reach a human agent, yet satisfaction scores are at an all-time high. Complex issues that once took days resolve in minutes. This isn't science fiction—it's happening today with Pega's agentic AI, now enhanced through cloud-native scalability and integration with AWS.

By 2026, Gartner predicts AI could reduce contact center labor costs by $80 billion – and that's just the beginning. The true transformation goes deeper—enabling organizations to scale service operations without proportional headcount growth for the first time. And when deployed, enterprises gain the elasticity and security needed to support this scale globally.

As enterprises deploy increasingly agentic AI, a critical challenge emerges how to effectively govern, coordinate, and monitor these agents at scale. This whitepaper provides a comprehensive framework for organizations reimagining their customer service operations with Pega and AWS-powered infrastructure.

Key insights:

• The autonomous customer service vision – How agentic AI addresses critical challenges facing today's contact centers, from volume pressure to rising customer expectations and resource constraints, especially when deployed for enhanced performance and reliability.
• AI-powered case management as decision trails – Why a robust orchestration layer is essential for coordinating multiple AI agents across channels while maintaining transparent governance and how can support this orchestration at scale.
• AI agents that define, create, and execute work – The fundamental shift from traditional automation to truly intelligent agents that can identify needs, generate solutions, and carry out complex processes—accelerated by cloud-native capabilities with Pega and AWS.

Download the whitepaper to learn how organizations can deliver experiences that are simultaneously more efficient and more personalized, creating sustainable competitive advantage in an increasingly digital marketplace.