Pega Customer Service

Product Overview
Pega Customer Service is an agile customer service solution that helps users offer personalized customer service across every journey. Use Pega Customer Service to boost agent productivity, be there for your customers, and drive down cost-to-serve.

• Voice AI and Messaging AI tools include automated data entry and validation; automated contextual workflow launches based on intent detection in customer questions and statements that the NLP picks up; AI tools that locate and show the agent content that may answer a customer question; integrations with softphones; and compliance tools that prompt agents to stay on script.
• Enhanced embedded workflow automation, which enables companies to extend Pega’s workflow automation capabilities to any self-service portal regardless of vendor. Customers, context, and workflow are easily transferred from self-service to any agent desktop for seamless service experiences.
• Advanced re-decisioning capabilities, powered by connecting Pega Customer Service and Pega Customer Decision Hub, which provide agents with the most relevant, personalized offers in real-time based on live conversations. Agents can instantly present optimal offers to retain and cross-sell to customers once the initial reason for contact has been resolved.