Customer Service AI unlocks value for your contact center
As organizations move toward a more autonomous operations model, AI for customer service can boost revenue and retention opportunities, reduce overhead costs, improve agent efficiency, and drive better outcomes for customers.
Driving business outcomes with AI and customer service
Supercharge agent productivity
Intelligently guide agents with AI that understands intent and prescribes actions and responses.
Examples of AI in customer service
Power up your agent experience
- A leading US health benefit company, Elevance Health aimed to transform their agent experience to boost employee retention.
- Leveraging Pega's Voice AI, Elevance now provides intelligent guidance for their agents, enabling them to focus on delivering more empathetic, value-driven service.
Personalize millions of conversations across channels
- As Australia’s largest bank, CBA had the challenge of delivering personalized outcomes to each individual customer, in any channel, and at a massive scale.
- By leveraging Pega’s AI-powered tools in a customer service setting, CBA was able to boost net promoter score by 12 points higher than the competition while delivering tens of millions of next best actions for customers.
Reduce onboarding time
by dynamically training, and assessing agents with virtual customer simulations
Drive down handle time
with automated interaction summaries – eliminating note-taking and wrap-up activities