High-level capabilities in Pega Customer Service

Pega Customer Service includes the following high-level 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 Pega Call.

Knowledge management, communities, and troubleshooter

Support for curated articles, discussion groups, 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.
 

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