Omni-channel customer service

With the Center-out™ approach, you can carry the customer context and history across all channels. The outcome is a seamless customer experience, regardless of whether  customers choose to interact through a digital self-service, chatbots, text messaging or agent-assisted service. 
Employing AI to carry data and context can remove many points that are frustrating to the customer, such as having to filter through too much information or answering the same questions every time they switch channels. AI-enabled service can provide insights that are invaluable in understanding the customer intent, which reduces customer effort and helps agents efficiently find a solution.
Experiences that you tailor to specific customer needs can create a personalized, proactive service that increases customer retention. 
 

The downside for the customer service representatives (CSR) can immediately offset the potential benefit of adding more channels for the customer because CSRs need more time to finalize interactions, work in disconnected systems, and switch between applications to service a single customer. 
AI and case management carry the digital footprint of a customer across channels or interactions, so the customer does not have to repeat information they already provided on other channels. Through robotic process automation, bots can assist agents by automatically filling in or updating information in multiple systems, leaving the agents free to focus on solving the customer’s challenge and providing an excellent experience.

Customers do not want to be on a journey. They want outcomes and consistency as they move across their preferred channels.
Our customer, Sara, is on her favorite channel, Facebook Messenger, and wants to sign up for a new credit card with U+ Bank. Interacting through Pega Intelligent Virtual Assistant™, Sara zips through the application and is well on her way. But what happens when Sara asks a complex question that the bot cannot answer? In this case, she is seamlessly connected to a helpful customer service agent, Sam. Sam uses Pega Customer Service, which enables seamless, proactive service across all channels, ensuring Sara gets her questions answered without having to repeat herself. That is because agents like Sam have full visibility into Sara's interaction with the bot as well as the self-service transaction she just started.
With this context, Sam is able to continue from exactly where Sara left off. Everything that Sam needs to help Sara is close at hand. Dynamic scripting and common phrase selections reduce Sam's need to type, and he is quickly able to complete Sara's application for her. As Sara asks subsequent questions, AI suggestions guide Sam to relevant responses and, when particularly confident in the response, AI even responds automatically. By dismissing, editing, or choosing suggested responses, Sam trains Pega AI to better handle similar interactions in the future. This improves overall speed, lowers cost, and decreases the need for chat agents to respond to every customer utterance, allowing them to focus on interactions that require closer attention.
After finishing her discussion with Sam and going back to the virtual assistant, Sara remembers that she has one more question. No problem. Sara can keep on asking and Pega Intelligent Virtual Assistant will keep on answering without starting over, which is quite the omni-channel experience. So, how does Pega allow you to deliver those great experiences quickly and easily? With a single click, a designer specializes the application case for Facebook Messenger, and then teaches Intelligent Virtual Assistant how to prompt for and respond to customer input. And, moving that same case into U+'s website through Pega self-service advisor is a breeze.
Break the shackles of code. Build experiences once and use them across any channel so you focus on the quality of your service experience and worry less about the mechanics of getting there.
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