Explore how Pega Customer Service is powering AI-driven platforms to elevate employees, automate workflows, and deliver human-centered experiences.
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Welcome to the golden age of customer service, where bots don't just beep and boop, and agents aren't buried under tickets like ancient relics in a forgotten archive. In this new electrifying new era, Generative AI has stepped into the spotlight. Sleek, smart, and incredibly scalable, it's tempting to let it steal the whole show.
But here's the twist! Replacing human talent with AI doesn't always lead to better outcomes. It loses the very essence that made it resonate. Some companies took that risk by trading agents for automation only to face steep financial losses soon after.
But fear not! There is a better way. With the powerful synergy of Pega Customer Service and human ingenuity, the most forward-thinking businesses are crafting experiences that are fast, friendly, automated, and authentic while demonstrating a smarter, more sustainable model:
This isn't about AI taking over. It's about AI taking a backseat while your people drive the customer experience forward, turbocharged by tools that make every interaction easier, smarter, and more human.
Let's explore what effective AI integration truly looks like, shall we?
Pega CS is a low-code, AI-powered platform that unifies customer engagement across various channels, including contact centers, chatbots, mobile apps, and self-service portals. Designed for complex industries like banking and insurance, here's what the Pega Customer Service Framework Delivers:
Let’s break down the framework’s core capabilities.
Do you wish your agents had customer info ready the second a call comes in? That's exactly what Pega Call does. It connects with your phone system (CTI), so when a customer dials in, their details appear instantly. It even auto-launches the proper case based on what they chose in the IVR or their call history, providing faster support, reduced agent effort, and happier customers.
Pega enables customers to express themselves in their own words while AI takes care of the rest. It listens to the customer's input, understands the intent, and initiates the appropriate case before the agent even engages. Additionally, it provides the agent with suggested next steps or scripts, reducing decision fatigue and speeding up the resolution process.
Pega's AI not only reacts but also recommends, based on the customer's identity and the situation, even suggesting the best course of action in real-time. It is smart, personal, and great for loyalty and revenue, whether it's waiving a fee for a loyal customer or offering a product upgrade.
Pega CS offers support with context, not guesswork. Agents have a complete view of past issues, preferences, and interactions all in one place. This allows them to provide proactive assistance and resolve problems more efficiently.
It summarizes conversations, drafts replies, and suggests the next action in real time. This means less typing, fewer errors, and way more focus on helping the customer. Agents work smarter and feel less drained.
No more juggling tools or tabs. CSR has everything an agent needs, from calls, chats, and emails to the knowledge base and workflows, all on one screen for smooth, uninterrupted multitasking that keeps service flowing efficiently.
CSR empowers customers to help themselves. Whether it’s a chatbot or portal, they can handle basic requests like updating an address, and the system knows when to bring in a human when something gets tricky.
B2E (Business-to-Employee) apps are internal tools that help employees perform their jobs more effectively. In high-stakes industries, these platforms are critical for:
Pega enables these systems with built-in AI and process automation, ensuring accuracy, speed, and compliance at scale.
Let’s be clear: replacing employees with AI rarely ends well. But augmenting them? Now that’s a game-changer! Here’s how:
And the outcome? Faster resolution, happier customers, and more empowered employees without sacrificing headcount.
This approach is not merely customer service automation. It’s strategic transformation, rooted in empathy and guided by intelligence. Here’s what makes it truly transformational:
Here’s the real scoop: the biggest challenge isn’t AI itself. It’s how we prepare employees to collaborate effectively with it. While roles will transform, new and more impactful opportunities will arise. The objective is not merely to perform tasks faster but to focus on delivering better, more meaningful work.
With Pega CS and Generative AI powering customer service, EvonSys is shaping a future where AI amplifies human capabilities. By empowering employees rather than replacing them, we create a foundation for meaningful growth, innovation, and sustained value.
We’re proud to partner with some of the world’s largest banks, developing B2E applications that elevate human potential. No matter how sophisticated AI becomes, exceptional customer experiences will always hinge on one irreplaceable element: the human ability to truly understand and connect.
Discover how Evonsys and Pega CS can empower your team to deliver exceptional experiences.
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