Unleash productivity with Ad Hoc Workflows

The Pega Customer Service Simulator is an immersive training tool that simulates live customer interactions. Contact center managers can create and enable multiple training scenarios that require the agent to perform various tasks to resolve the inquiry. Contact center managers can also define a variety of customer personalities, sentiments, and ways of speaking.

The agent engages in hands-on practice while building empathy and professionalism. Navigating through case workflows and AI-powered task suggestions, the agent becomes familiar with the Pega Customer Service™ experience – complete with intelligent guidance and automation.

Upon completing the interaction, the simulator provides the agent with scored feedback and suggestions for improvement, reinforcing the importance of customer-centric communication and problem-solving.

Contact center agents can use Pega Ad Hoc workflows to draft emails and chat messages from within the Pega Customer Service agent desktop. 

Sellers can use Pega Ad Hoc workflows to draft emails or chat messages with Pega Sales Automation. They can also draft emails with the Outlook add-on for Pega Sales Automation.

Employees generate an email by entering a prompt, i.e., “Write a concise, friendly follow-up email to Suzanne Gasselle. Include references to our previous conversation and mention a product that she may be interested in. Ask her if she would like to schedule a call next week.”

After generating a draft, employees can adjust the email using additional prompts, i.e., “Make the email more informal”. And employees can always manually edit the email before sending.

Managers can create prewritten prompts for Pega Ad Hoc workflows, essentially creating an email template that will adapt to the unique aspects of every customer and situation. Pega GenAI™ email templates enable employees to generate an email in just one click.

Ad Hoc workflows is available within Pega Customer Service™, Pega Sales Automation™, and the Email Manager Portal.

When creating an email or chat messages in either Pega Customer Service or Pega Sales Automation, you have the option of using Pega GenAI™ to help draft your message. 

You can also use Ad Hoc workflows for drafting emails in the Microsoft Outlook add-in for Pega Sales Automation. With Pega Sales Automation embedded in Outlook, sellers can easily craft emails with Pega GenAI right from within their Outlook application.

You can also use Ad Hoc workflows for drafting emails in the Email Manager Portal on the Pega Platform™.

The Pega Customer Service Simulator Experience is exclusively available to Pega Customer Service. Agents can access this tool right from the Pega Customer Service agent desktop. The Pega GenAI agent trainer provides new hires with an experience that matches the activity of a real, live agent using the exact same interface. 

Contact Sales to learn more.