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Introduction to Pega Customer Service


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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.
AI-guided interactions: 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 (CTI).
Knowledge management articles and troubleshooters Support for curated articles and troubleshooting.
Real-time co-browse Share the same webpage with just a single click. This can be done between two or more parties.
Web/mobile mashup Embed self-service options throughout your customer journey.
Personalized desktop with industry views Adapt to each customer need across multiple vertical industries.

Exploring the capabilities by using the sample data

To learn about the application capabilities, you can install sample data so that you can test the out of the box service request types.

For information about how to install the sample data, see the installation guide for your Pega Customer Service application, on the product page on Pega Community.

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