Customer Service

Pega Self-Service Advisor

Infuse contextual digital self-service into your existing web & mobile sites

You want to reach your customers before they abandon your site. Make sure they are able to get answers to their issues as easily as possible to avoid calls to the contact center. If customers can’t find information on your website, that’s exactly where they’re forced to go.

Pega believes this is an experience ripe for disruption. Pega Self-Service Advisor uses Pega’s proven artificial intelligence engine to surface the information and experience the customer needs in the moment by analyzing their past engagement history and current site movements. For the first time, customers can simply click a “Need Help” button from any page to access a dynamic screen overlay with customized links and possible actions. This experience wraps around them.

  • Summon Immediate Insight: Contextual data is culled from disparate sections of the site—from knowledge management articles, FAQs, and instructional videos to community message boards and more.
  • Empower with Action: Customers can browse information and take immediate action, such as pay a bill, check on status, or change an order, all within the same view.
  • Traverse Channels Without Losing Context: If for any reason an individual’s needs can’t be met in real time, Self-Service Advisor provides the ability to traverse channels seamlessly into chat, phone, and other channels without losing context.
  • Revitalize Your Digital Experience With Ease: The non-invasive Pega Self-Service Advisor installation process can be easily deployed to create a personal digital concierge on any page in minutes, all while using your existing Web and mobile infrastructure. Additionally, business users, rather than strained IT resources, can configure the feature capabilities without coding.
ECM Taxonomy Terms: 
Customer Service
Customer Service
Customer Engagement