Generative AI in Pega Customer Service
Generative AI has the potential to provide a significant impact on businesses across various domains. Pega GenAI™ offers a host of high-value features that cater to a wide range of applications, including distributing knowledge, automating work, advising employees, engaging with customers, and driving better experiences.
Transcript
This video explores the exciting new Pega GenAI features and enhancements in Pega Customer Service™. In it, we'll cover the three key themes that the generative AI features focus on: providing knowledge for everyone, making every agent your best, and helping admins drive better experiences.
Pega GenAI Knowledge Buddy, a new addition to Pega Knowledge Management, unlocks the collective knowledge of your organization's by combining semantic search, customer context, and generative AI. This tool provides concise, trusted answers to customers through self-service web portals and chatbots.
Agents can access the right knowledge instantly with Pega GenAI Knowledge Buddy, eliminating the need for searching or researching during and in between interactions with customers. For those configuring Pega Customer Service, Pega GenAI Implementation Buddy offers personalized answers and step-by-step instructions for setup and maintenance integrated within the configuration experience.
Pega GenAI helps ensure that agents can follow up on commitments by recognizing statements that require follow-ups and suggesting relevant tasks, which reduces the total time to resolution and helps improve the customer experience.
Pega GenAI assistance helps agents get up to speed quickly by summarizing emails, suggesting relevant Case workflows, highlighting missing information, and recommending responses.
In chat interactions, it improves efficiency and consistency by providing agents with auto-drafted responses and trusted, relevant answers.
Pega Customer Service features enhanced Voice AI and Messaging AI with improved translation and localization support so that your organization can reach more customers. Additionally, you can now deliver smarter chatbots faster, thanks to the ability to train them with Pega GenAI.
The powerful set of Pega GenAI features built into Pega Customer Service helps you to transform how your business operates by offering a significant boost in efficiency and productivity to your agents, managers, administrators, and customers.
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