AI-powered workflows for customer service
An intelligent service automation platform that delivers amazing experiences at scale.
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 more work so you can scale your contact center’s capacity without hiring more agents.
Boost loyalty and retention
Streamline processes, personalize offers, and accelerate resolutions to deliver better experiences for everyone.
AI-Powered Customer Service
Remove silos with automated case management
Connect and automate work across people and systems to resolve customer inquiries faster. Pega’s AI-powered case management adapts to customer service requests. Pre-defined microjourneys built on industry best practices are templates to get started quickly. Efficient service delivery across every interaction to minimize your team’s cost-to-serve while managing increased contact volume.
Conversational AI
Meet your co-pilots that help you deliver elevated experiences with AI tools that guide your intelligent chatbots and live agents. Conversational AI understands, responds to, and learns from customer interactions in self-service and agent-assisted channels. Voice and Messaging AI listen to conversations and suggest actions, so agents fully focus on the customer, not the process.
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.
Simplify customer service messaging
Deliver frictionless experiences over all the top consumer-preferred digital channels, including chat, Facebook, Twitter, Apple Messages for Business, WhatsApp, and SMS. Meet your customers wherever they are and dazzle them with speedy, consistent, personalized service.
Automate email processing at scale
Customers expect immediate answers to their emails. Pega’s AI-powered Email Bot lets you quickly triage, process and respond to more emails, delivering real customer outcomes and reducing manual agent work. Unlock growth while handling higher email volumes than ever before.
Key Features of Pega Customer Service
Workflows/Microjourneys
Prebuilt industry-specific processes and data models.
Next Best Action Advisor
AI-powered recommendations for real-time next best actions.
Email Automation
AI-powered email bot that automates inquiries.
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.
AI-Powered Decisioning
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.
Intelligent IVR API
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 automation for bots and agents.
Unified Agent Desktop
Industry-leading dynamic interface for agents.
Web Messaging
Live web chat for synchronous and asynchronous interactions.
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:
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.
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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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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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.
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OCR technology converts images into text, while Pega's NLP works to understand which text strings are serial numbers and IDs.
Pega enables businesses to detect patterns among various customer signals, in order to predict who is likely to call with a billing inquiry.
Customer can see what's changed this month on their dashboard.
Agent can see the reason of bill increasing on the detail page.
OCR technology converts images into text, while Pega's NLP works to understand which text strings are serial numbers and IDs.