Transform your agent experience by giving them a personal robot

Transform your agent experience by giving them a personal robot

Don Schuerman,

Customer service agents work too hard. Starting their day might mean logging into 10 or 15 different systems—systems they will have to manually navigate throughout their shift. They have to remember keystrokes and processes, and look up rules and best practices in disconnected knowledge repositories. All of that effort is taking productivity down and distracting them from focusing on engaging the customer.

Most enterprises know their customer engagement systems are sub-optimal. They need to move to a system that can effectively understand and predict customer’s needs and guide agents to the right solutions. They need to be able to manage service requests—the simple and the complex—easily. They need to deliver the right results the first time a customer calls.

Getting to the next generation customer service desktop doesn’t have to be a risky multi-year journey. The best way to mitigate risk and get value fast is pretty simple:

Give every agent a personal robot.

This type of robotics is often called “attended automation,” but I like to think of it as a “personal bot.” The robot does the manual work the agent shouldn’t have to, and probably doesn’t want to do. The robot can log into systems, pull together data from different legacy apps, automate call wrap steps, etc. The robot improves the agent’s experience by shielding them from interpreting complicated user interfaces or navigating multiple screens and steps – all while your customer is waiting on the other end of the line. The robot keeps track of what has been done, so the agent doesn’t have to manually enter notes. And the best part—these bots can be deployed in weeks or even days.

We saw evidence of this recently at a major US Telecommunications company. They are embarking on a broad CRM transformation, including deployment of Pega Customer Service as their agent desktop. To accelerate this and get to value quickly, they started by putting some personal bots on the agent desktop to handle both “start my day”—signing into all the systems the agent needs to work—and “call wrap-up”—automatically pasting notes and updates into legacy systems. The company measured results in terms of increased productivity, call through-put, and reduced AHT, but to me the most memorable metric was a simple one: when the first robot was deployed, the customer service agents stood up and gave a standing ovation. At another telco in Australia, these personal bots have been saving them an average of $10M a year.

Not a bad result for a few weeks of work. And a great way to kick off a Customer Service transformation. The agents now believe the project will make their lives better: they’ve seen evidence. The business doesn’t have to wait for a large roll-out to get results: they get results now. And because the robots work seamlessly with Pega Customer Service, the customer can build on those efficiency gains as they roll out their desktop replacement.

Your customer service agents work too hard. A personal robot is the fastest way I’ve seen to start addressing that problem.

Robotic Accelerators for Pega Customer Service are available now and are included in select Pega Customer Service bundles. For more information, please visit our product page or check out our latest press release.


  • Topic: Robotic Automation
  • Topic: Customer Service
  • Challenge: Workforce Optimization
  • Product Area: Robotic Automation
  • Product Area: Customer Service

About the Author

Don Schuerman is Pega’s CTO, vice president of product marketing, and an evangelist for customer engagement and digital transformation.