Pega GenAI in Pega Sales Automation

Pega GenAI Sales Assistant™ provides intelligent guidance and assistance to sales representatives by using generative AI to recommend actions and personalized content. The feature analyzes emails, appointments, tasks, activities, opportunities, leads, and contacts to provide actionable insights that help you identify high-priority activities for each day.

Sales Assistant includes a Home page Assistant that displays prioritized action items and cross-functional insights in your main workspace. Contextual Case Assistants provide specialized guidance for specific Case Types, including accounts, opportunities, contacts, and appointments.

Key features include:

• Prioritization of action items with intelligent recommendations based on your complete sales context.
• Data management features for searching and updating records by using natural language commands.
• Task automation for scheduling meetings, responding to emails, and creating tasks with your approval.
• Conversational interface for natural language interaction across all functions.
• Knowledge integration that provides inline access to relevant Pega Knowledge™ content during conversations.

Built on the Conversational Agents feature of Pega Platform™, configuration for Sales Assistant is accessible through Administration settings in the User Portal.

Sales Simulator provides roleplay scenarios that help sales representatives practice conversations with AI-simulated customers. These sessions enhance conversational quality and effectiveness through accelerated onboarding, consistent training, and preparation for sales representatives to handle diverse customer personalities, issues, and levels of difficulty.

Performance analytics and coaching feedback support measurable skill development. Regular roleplay sessions strengthen conversation skills and boost confidence, which can improve sales outcomes.

Sales Simulator uses real-time voice APIs to create dynamic, interactive roleplay sessions that respond to the sales representative's approach and conversation flow. Each session presents scenarios that reflect common and complex sales situations.

The Pega Sales Automation application includes four roleplay scenarios covering the following Case Types:

Opportunity

Practice conversations using opportunity details, product interests, and competitor information.

Appointment

Prepare for meetings using associated opportunities and lead information.

Lead

Rehearse prospect conversations using contact history and product interests.

Contact

Practice interactions using complete contact information and interaction history.

The integration of Pega GenAI Knowledge Buddy™ with Pega Sales Automation enables sales representatives to use knowledge articles more efficiently.

Knowledge Buddy uses natural language processing and machine learning to interpret questions and retrieve answers from the company's knowledge base. For example, if the sales representative asks Pega Knowledge Buddy 'What is the U+ motion defender product', it generates a response based on the knowledge articles that mention this product and provides all the references for further verification.

This feature enables faster access to relevant information, which supports customer engagement and deal closure.

Pega Sales Automation now provides a Pega Knowledge Buddy Outlook add-in that help sales representatives use knowledge articles directly in Outlook.

The response is generated by Pega Gen AI. Depending on the prompt, the Gen AI response utilizes data from the Buddy response, SA case data, or the email body to generate replies.

The following figures illustrate the Outlook add-in displaying a generated email reply received from the Buddy context response:

You can use the Pega GenAI™ suggested emails feature in both the Pega Sales Automation™ desktop application and the Outlook add-in to ensure a consistent experience across platforms.

Contextually relevant, real-time email suggestions from Pega GenAI can enhance efficiency and improve customer engagement, both when composing new emails and replying to incoming emails.

The system generates email content based on the recipient type, prompt, and contextual data, including associated contacts, leads, opportunities, and accounts. In addition, the feature provides additional insights, including sentiment analysis, priority indication, detected topics, and email summary.

Sales representatives can refine the responses generated to match their personal writing styles. Sales administrators and sales operations users configure customizable prompts on the Pega GenAI™ prompts landing page in the User Portal.

The following figure shows a generated email in Sales Automation:

The following figure shows a generated email reply in Sales Automation:

The following figure shows the Outlook add-in with a generated email draft:

The following figure shows the Outlook add-in with a generated email reply:

The post-meeting analysis feature in Pega Sales Automation provides a meeting summary, customer sentiment, and suggested actions after a Zoom or WebEx meeting. By analyzing the meeting's content, the feature identifies key discussion points, sentiment, and actions that move the opportunity forward.

Sales representatives use this feature to prepare for their follow-up activities and improve their engagement with customers.

The Prepare for meeting feature provides an at-a-glance view of all the information that sales representatives need for effective meeting preparation, including attendee information, attendee sentiment, action items, talking points, related opportunities, and recent correspondence summaries.

By providing sales representatives with a comprehensive view of the customer before the meeting, the feature helps them to tailor their approach and improve their chances of success.

The goal of these powerful features is to transform every salesperson into a top performer, armed with the tools and information that they need to achieve success.

After taking over a chat from Sales chatbot, sales representatives can now answer customers' questions with Pega GenAI suggested reply. This feature reduces response time and supports consistent, high-quality communication. Sales representatives can review and modify the replies before sending them to the customers.

Signature Parsing for Outlook Office generates new leads and contacts in your Pega Sales Automation application based on the information included in the prospect's email signature with the power of Pega GenAI.

When a sales representative receives an email that includes a signature of a prospect, they can generate a new contact, individual lead, or business lead.

Use Messaging AI to provide sales representatives with real-time, contextually relevant suggestions during live chat interactions. This feature improves productivity by automating repetitive tasks and offering intelligent guidance.

Messaging AI comes tightly integrated with Pega Customer Service, providing a seamless and unified experience for CSRs.

Messaging AI has the following features:

Case Type suggestions: Based on the context of the conversation, Messaging AI recommends one or more case types to sales representatives to help handle the customer inquiry.

Form autofill: Messaging AI detects entities from the conversation and automatically populates the corresponding fields in the case type. Sales representatives can either approve Messaging AI suggestions or overwrite the fields as appropriate before submitting the form. This feature improves the productivity of sales representatives by automating labor-intensive, repetitive work.

Knowledge suggestions: Based on the context of the conversation, Messaging AI recommends relevant Pega Knowledge™ articles to sales representatives, resulting in quicker and more accurate responses to customers.