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With agentic AI, ​customer service flows… effortlessly.

AI and automation are revolutionizing customer service, unlocking new possibilities and redefining what’s achievable.

Now is the time to embrace workflow-driven automation, predictable AI, and seamless self-service solutions to future-proof your business​.

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Illustration of happy robot typing

Self Service Agents

First-generation chatbots and self-service promised to revolutionize customer service but delivered dead ends and frustration. Pega's agentic AI changes everything.

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Accelerate self service

Automate work out of the contact center

  • Instantly transform Customer Service workflows into Conversational AI agents.
  • Go beyond simple answers to deliver end-to-end resolutions for customers​.
  • Deliver seamless transitions between self-service interactions and Customer Service Reps (CSRs), in any situation​.
  • Deliver consistent service experiences across every channel.
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Aflac logo

Reduced costs by $4 million per year

Read the case study

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Increase CSR productivity

Turn your CSRs into trusted advisors

  • Eliminate the need for constant app-switching with a seamless, unified agent desktop.
  • Remove guesswork by suggesting relevant workflows, scripts, and responses for every task.
  • Achieve hyper-personalized interactions using comprehensive customer context and history.
  • Automate tasks such as data capture, form-fill, and wrap-up to lighten agents' workloads.
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Elevance Health

Reduced average handle time by 3 minutes

Read the case study

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Deliver consistent experiences

Deliver consistent experiences everywhere

  • Meet customer expectations for fast, easy, and accurate service regardless of the channel used.
  • Seamlessly transition customer conversations across channels and devices without losing context.
  • Access historical cross-channel information for insights into past customer interactions and service requests.
  • Ensure visibility of customer interactions across all channels, providing CSRs with comprehensive customer history.
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First Tech Federal Credit Union logo

Increased NPS scores by 20%

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More Pega Customer Service features

Connect and automate work across people and systems.

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

Streamline and automate customer resolutions.

Relevant content for customers and CSRs for faster resolutions.

Seamless CRM and telephony integration for seamless customer experiences.

Agentic AI Agents that accelerate customer resolutions.

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

Attended and unattended RPA to improve speed and precision.

Embed Pega's processes and workflows within Salesforce.

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
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