AI-powered customer service

An intelligent service automation platform that delivers amazing experiences at scale.

Solution Overview
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Drive down cost-to-serve

Minimize costs and get the most out of your channels with intelligent automation and case management.

Work smarter, not harder

Automate work and provide AI-powered guidance to boost employee experience.

Boost loyalty and retention

Streamline processes, personalize offers, and accelerate resolutions to deliver better experiences for everyone.

The complete customer service solution

Contact Center Desktop

Intelligently guide and seamlessly automate every customer service journey

Connect and automate work across people and systems to resolve customer inquiries faster. Empower your agents with AI-powered task suggestions, coaching, content, and a full, relevant customer view across all channels. Future-proof your contact center with industry-leading AI and automation capabilities for efficient, consistent, and personalized service.

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Intelligently guide every customer service journey

Customer Service AI

Transform customer service with AI

Empower your team with an AI copilot that understands customer intent and dynamically guides agents through customer service interactions. Pega’s AI automates tasks and recommends next best actions, keeping your agents laser-focused on delivering exceptional experiences. With a seamless, guided user experience and dynamic training and coaching, every agent can be your best agent from day one.

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Digital engagement

Simplify customer service messaging

Deliver frictionless experiences over all the top consumer-preferred digital channels, including web and mobile chat, Facebook, WhatsApp, and SMS. Meet your customers wherever they are and dazzle them with speedy, consistent, personalized service.

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Digital self-service

Enhance your self-service capabilities for 24/7 support

Your customers need you. But they don’t always need a live agent. Pega’s contextual self-service uses NLP, knowledge management, and intelligent chatbots to deliver seamless experiences, driven by customer history and case information. This results in faster time to resolution and improved containment rates.

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customer service solutions with digital self-service

Key Features of Pega Customer Service

Workflow Automation

Connect and automate work across people and systems.

Next Best Action Advisor

AI-powered recommendations for real-time next best actions.

Email Bot

Part of a trio of bots that automate customer resolutions.

Proactive Service

Anticipate and resolve customer needs before they call.

Chat Bot

Intelligent virtual assistants that accelerate customer resolutions.

Knowledge Management

Relevant content for customers and CSRs for faster resolutions.

Robotic Process Automation

Attended and unattended RPA to improve speed and precision.

Customer Service AI

AI that solves problems for customers and guides CSRs.

Digital Messaging

Unified, cross-channel messaging platform for agents.

Co-Browse

Securely share pages with customers.

IVR Bot

Personalized self-service for your existing IVR system.

Low Code App Development

Build and customize apps using visual tools, not complex code.

Cloud Infrastructure & Support

Unlimited interface with external systems; live data virtualization.

Reporting & Analytics

System monitoring and customizable dashboards & reports.

Digital Self-Service

Seamless self-service integrations into your existing UI.

Conversational AI

Real-time guidance and workflow automation for bots and agents.

Contact Center Desktop

Industry-leading dynamic interface for agents.

Case Management

Pega’s centralized, AI-powered workflow automation engine.

Process Extender for Salesforce Lightning

Embed Pega Low Code processes natively within Salesforce.

Connectors & Adaptors

Interface with external systems; live data virtualization.

Two ways to transform service:

Replace your desktop without disruption

Not getting enough out of your desktop? Transform your customer service ecosystem from end to end with a best-in-class desktop that boosts agent productivity and streamlines the customer experience.

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Supercharge your existing desktop with Pega

Don’t want to rip and replace? No problem. Automate and orchestrate customer service with AI-powered tools and out-of-the-box case management, without replacing your existing desktop.

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How Pega helps you resolve

Telco

Data limit almost exceeded. Roaming activated.

You are about to reach your monthly data limit...

Customer

To avoid costly calls to your service center (and keeping customers happy), you need to stay one step ahead. That's why Pega's real-time monitoring and pattern detection lets you sense a potential billing issue, then send your customer a proactive notification.

It's not mind-reading. It's signals.

CTA Text

I'm a link

Why is my bill so high? Let me check...

Customer billing view

If the billing issue is due to new fees and charges, the customer can log in and easily see what's changed, thanks to Pega's customer self-service view.

Customer is 79% likely to call about their bill...

Offer to waive late fee

Use Pega's AI-powered propensity modeling to determine when to present the offer that gives your customer resolution he needs—without having to call your service center.

See call deflection in action

Why is my bill so high?

You have a data roaming charge and a late fee. Would you like me to waive the late fee?

Agent's view of changes

If a customer does pick up the phone, your agents will be ready. Pega provides a detailed view of charges over time, and guides agents with scripts. That way they can focus on the interaction with the customer instead of making calculations.

Thanks so much for waiving my late fee!

Thanks for being a valued customer!

When your customers' billing issues are resolved quickly, you see results. Think higher customer satisfaction, fewer calls, and lower average handle time (AHT).

Find out how Cisco cut AHT in half

Proactive customer service. Streamlined billing inquiries. Start delivering all of this and more with Pega Customer Service.

Learn about the Billing Inquiry Microjourney™

Learn more about intelligent guidance

Telco

Activate your account now. It should take about 10 minutes.

I can do this on my phone? Great!

Customer

Want to make a great first impression (and avoid calls to your service center)? Use Pega’s self-service guided internet setup to make customers’ experience easy and frictionless.

Mobile-first experience

Ok, how do I get started?

Visual instructions

Step-by step visual instructions help your customer get set up successfully. Troubleshooting tips allow her to easily navigate challenges along the way.

Customer

OK, I'll take a picture of my modem.

Great, we've got your serial number

Telco

The customer can take photos of her equipment, and Pega’s optical character recognition (OCR) and natural language processing (NLP) work in the background to identify serial numbers and IDs.

How this works

Customer

My internet is working!

Great! We're here if you need anything.

Telco

It all adds up to seamless self-service, higher customer satisfaction, and fewer calls.

Find out how TalkTalk enables customer self-service

Proactive customer service. Flawless digital experiences. Start delivering all of this and more with Pega Customer Service.

Learn about the Guided Internet Setup Microjourney™

Learn more about Pega's NLP capabilities

Forrester ranks Pega the top CRM offering

Forrester names Pega a Leader in CRM

Learn why Pega earned the highest score in the current offering category in The Forrester Wave™: Core CRM Solutions, Q3 2022.

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More analyst reports

The Forrester Wave: Real-Time Interaction Management, Q2 2022

Client Success Story

Virgin Media and OVO Group

Virgin Media and OVO Group teamed with Pega to transform their customer service departments – automating manual processes, delivering more efficient and personalized service, and generating better experiences for agents and customers.