Pega GenAI in Pega Sales Automation

Pega GenAI Coach is a conversational AI assistant that guides and assists sales representatives with personalized content, such as summaries, recommendations, and instructions for specific contacts, opportunities, and more.

You can now create different Pega GenAI Coaches that respond to different prompts based on different data sources. For example, one Pega GenAI Coach can analyze the contacts engagement, while another Pega GenAI Coach can analyze potential risks and action items to consider for successfully closing an opportunity.

By tapping into an organization's sales data and custom best practices, Pega GenAI Coach helps salespeople overcome their toughest sales blockers by always putting a 'virtual coach' at their side. This helps sales representatives improve their decision-making and sales performance by providing valuable feedback, predictions, and recommendations on the opportunity.

Pega GenAI Coach uses opportunity data to provide insights based on various data sources, including opportunity details, contacts, competitors, products, tasks, customer activities, emails, appointments, stages, and the steps of the opportunity. This feature helps sales representatives to better understand the opportunity and make informed decisions that improve their chances of success.

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

Knowledge Buddy is an AI-powered assistant that uses natural language processing and machine learning to understand a question and provide an answer for sales representatives based on the information available in the company's knowledge base. Users can configure Knowledge Buddy easily, and it also reduces the need to search across PDFs, web pages, and long articles.

This feature helps sales representatives to find the information they need more quickly and efficiently, allowing them to focus on engaging with customers and closing deals.

The Pega GenAI-based suggested emails feature is now available in the Pega Sales Automation desktop application in addition to the Pega Sales Automation for Outlook add-in, ensuring a unified 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 generated responses to match their personal writing styles, and customizable prompts can be configured by sales administrators and sales operations users on the Pega GenAI prompts landing page in the user portal.

For example, if a sales representative needs to follow up with a customer about a specific opportunity, they can use the suggested emails feature to generate an email based on the opportunity data. The system can provide contextually relevant email content, including sentiment analysis, priority indication, detected topics, and email summary. Sales representatives can refine the generated response to match their personal writing style or choose to write their own response using the customizable prompts provided by the feature.

Desktop application - Craft email with Gen AI

Desktop application - Reply to email with Gen AI

Outlook add-in - Draft email with AI

Outlook add-in - Reply to email with AI

The post-meeting analysis feature helps sales representatives to improve their productivity by providing a meeting summary, customer sentiment, and suggested actions after a Zoom or WebEx meeting. By analyzing the meeting's content, the feature can identify the key points discussed, the customer's sentiment, and the most crucial actions that need to be taken to move the opportunity forward. This feature helps sales representatives to be better prepared for their follow-up activities and improve their engagement with customers.

The Prepare for meeting feature helps sales representatives prepare for their client meetings more effectively. It provides an at-a-glance view of all the information that a sales representative requires 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 they need to achieve unparalleled success.

After taking over a chat from Sales chatbot, sales representatives can now answer customers' questions with Pega GenAI suggested replays to enhance the efficacy of sales representatives, save time, and improve customer experience. Sales representatives can review and modify the replays before sending them to the customers.

Signature Parsing add-in 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 or lead by clicking More in the Add a person section and selecting Add as contact, Add as individual lead or Add as business lead.

Use Messaging AI to provide CSRs with real-time, contextually relevant suggestions during live chat interactions. This feature improves CSR 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: Messaging AI suggests one or more case types to CSRs based on the conversation, helping them handle customer inquiries more efficiently.

Form Autofill: Messaging AI automatically fills in relevant fields in the case form by detecting details from the conversation.

Knowledge Suggestions: Messaging AI recommends helpful articles from Pega Knowledge™ based on the conversation, allowing CSRs to provide quicker and more accurate answers to customers.