Introduction to Pega Customer Service
Pega Customer Service provides a rich set of features designed to enhance the customer experience, improve user productivity, and increase customer satisfaction. Industry versions of the application for financial services, healthcare, insurance, and communication provide additional features and industry-specific interfaces.
The Pega Customer Service applications offer these key capabilities:
Real-time, omni-channel AI
Deliver consistent and personalized customer service experiences
across phone, web, email, chat, and more without losing the context
of the conversation.
Pega’s AI-Augmented agent capability learns from your top agents
for optimal next-best-action guidance.
Dynamic case management
Connect people, contact center systems, and processes for
end-to-end visibility and resolution.
Contextual digital self-service:
Make your website experiences more effective by infusing context
with personalized offers for increased customer engagement.
Robotic desktop automation:
Optimize and automate mundane processes with a personal robot.
These are available for every agent.
Chatbots and virtual assistants
Deploy conversational interfaces and AI-powered email to speed up
responses using Pega’s Intelligent Virtual Assistant.
Integrated computer telephony integration (CTI)
Personalized screen pops within the agent desktop using
Knowledge management, communities, and troubleshooters
Support for curated articles, discussion groups, and
Share the same webpage with just a single click. This can be done
between two or more parties.
Embed self-service options throughout your customer
Personalized desktop with industry views
Adapt to each customer need across multiple vertical
Exploring the capabilities by using the sample application
To learn about the application capabilities, you can install a sample application that includes sample data so that you can test the out of the box service request types.
For information about how to install the sample application, see the Pega Customer Service Installation Guide on the Pega Customer Service product page.