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AI-powered 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 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.

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.

Conversational AI
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.

Simplify customer service
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.

customer service solutions with digital self-service

More Pega Customer Service features

Connect and automate work across people and systems.

Relevant content for customers and CSRs for faster resolutions.

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

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

Seamless CRM and telephony integration for seamless customer experiences.

Attended and unattended RPA to improve speed and precision.

Streamline and automate customer resolutions.

AI-powered virtual agents that accelerate customer resolutions.

Embed Pega's processes and workflows within Salesforce.

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.

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.

How Pega helps you resolveTelco

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 Next 

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 viewNext 

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 needswithout having to call your service center.See call deflection in actionNext 

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.Next 

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 halfNext 
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 experienceNext 

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. Next 
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 worksNext 
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-serviceNext 
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.

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.

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.

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